Managing Service Quality Vol.# II (Paul Chapman Publishing)

This interdisciplinary book offers a variety of insights into managing quality in services. Among these are: describing the difference between the way internal and external customers evaluate professional services; bringing out that after more than 10 years of studying how customers measure service quality, there is still a great deal to be discovered about professional services, investment banking and management consulting; and providing help and support for managers who want to measure service quality in their own organizations. The book also discusses evaluating the role of internal marketing in developing marketing strategy; and how complex financial services need a soft customer-orientated selling approach.