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Please note this is not the latest edition of the book, but it's much cheaper. You can find the lastest edition here.

Service management

by Richard Normann and Christer Ekberg

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Publisher Liber AB
Language Swedish
Book type Paperback
Utgiven 2012-03-08
More editions 2000/4, 2000/3
Pages 207
ISBN 9789147097517
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Description

Boken ger en djupare insikt i de personella insatsernas betydelse och en ny blick för marknadsföringen av service och tjänst. Författaren förklarar ”sanningens ögonblick, dvs. det oåterkalleliga ögonblick då t.ex. restauranggästen smakar på sin maträtt – kort sagt då kunden bildar sig en åsikt om den service han köper.
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