The moment of truth - that instant when consumers experience and judge service quality - often decides business success. This research-driven book provides practical information on the design, management and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and public sector service delivery. The book investigates the consumers experience and judgment on service quality, which ultimately determines the success or failure of the service. It considers people, usability, technology in the automation of high quality service.
Dr. Toni K. B. Ivergard has a post doctorate in Science of Work from the Royal Institute of Technology, Sweden, a PhD in Human Sciences and a Master in Ergonomics and Cybernetics from Loughborough University, UK. He was a regional director of the Swedish National Research Institute of Working Life and he has published numerous books and over 220 papers and articles. Currently he is Director of a Master of Management in Innovation and Entrepreneurship at Rangsit University in Bangkok. He is also the Managing Director of the Ivergard Management Consultancy (IMC) Ltd in Stockholm. IMC specializes in top leadership development. Over several decades he has been in management positions in both the public and private sectors. He was R&D Director of the Scandinavian Airline University, Managing Director of the consultancy and research company ERGOLAB and the Head of the Environmental Laboratory of the Cooperative Union and Wholesale Society). Recently he has focused on 'Learning at Work', macro aspects of HR and Technology and the role of corporations in the society. Together with Brian Hunt he is co-author of the Handbook of Control Room Design and Ergonomics: A Perspective for the Future (published by CRC Press in 2008).
Dr. Brian Hunt is a full-time member of faculty and Assistant Professor at the College of Management Mahidol University, Bangkok, Thailand where he held the post of Director of Research from 2000-2004. Brian is a graduate of the universities of East Anglia (UEA), Reading, and Bath, all in the UK. He has conducted business research projects at City University Business School and at Imperial College, London. Brian holds a PhD from the University of Technology Sydney (UTS). Brian has published widely in the areas of business and management, specifically in corporate strategy, learning in organizations, pubic management, and ergonomic approaches to management and organizational design. His most recent book (co-authored with Toni Ivergard) is the Handbook of Control Room Design and Ergonomics: A Perspective for the Future (published by CRC Press in 2008).
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