Improving service quality and organisation performance through human resource practices : (Record no. 28153)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01924naa a2200193uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 9013015060810 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211164649.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 090130s2009 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | LI, Jui-Min |
| 9 (RLIN) | 36147 |
| 245 10 - TITLE STATEMENT | |
| Title | Improving service quality and organisation performance through human resource practices : |
| Remainder of title | a case study |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire, UK : |
| Name of publisher, distributor, etc. | Taylor & Francis, |
| Date of publication, distribution, etc. | September-October 2008 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | In most developed countries, service industry production values exceed those of the manufacturing industry, showing the significance of the former. Although both industries emphasise quality, different characteristics in their services and products make the emphasis on quality, and ways adopted to improve it, differ. From the perspective of the organisation, improvement in service quality (SQ) can be carried out through the service system (including service process and physical environment) and human resource (HR) practices (including job attitude and service ability). Through an indepth analysis of a benchmark company in Taiwan's hair salon industry, findings show: the design of a service process influences the service personnel's job attitude. Similarly, the service process influences the contents of training. Total quality management (TQM) in the service industry requires not just a sound system design, but also a parallel emphasis on training and relevant policies when it comes to HR practices. Only in this way can TQM become efficient, and lead to improvements in job attitude and service ability, and in turn, upgrade SQ, customer satisfaction and organisation performance |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | YANG, Jen-Shou |
| 9 (RLIN) | 24674 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | WU, Hsin-Hsi |
| 9 (RLIN) | 36148 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total quality management & business excellence |
| Related parts | 19, 9-10, p. 969-985 |
| Place, publisher, and date of publication | Oxfordshire, UK : Taylor & Francis, September-October 2008 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20090130 |
| Operator's initials, OID (RLIN) | 1506^b |
| Cataloger's initials, CIN (RLIN) | Tiago |
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