Measuring and Diagnosing Excellence in Services

Annotation

This e-book focuses on the measuring and diagnosing of excellence in services. An overall aim with a new human oriented TQM metrology is to help managers in giving answers to the questions what to measure, how to measure and why? It is the purpose of one of the papers in this e-book to begin the process of answering these questions. Another paper in this e-book aims to provide an empirical analysis on the practice of quality management among employees of Malaysian public hospitals at the district, state and national level hospitals. Other papers investigate how perceived service quality, satisfaction and trust determine loyalty in e-commerce settings at the level of construct dimensions and examine how different management practices drive key financial performance and business success in Danish companies. Quality in NHS Hospitals and customer relationship management (CRM) strategies are also explored in several of the papers.