| 000 | 01397naa a2200217uu 4500 | ||
|---|---|---|---|
| 001 | 7012615491323 | ||
| 003 | OSt | ||
| 005 | 20190211162351.0 | ||
| 008 | 070126s2007 xx ||||gr |0|| 0 eng d | ||
| 100 | 1 |
_aANTONACOPOULOU, Elena. _930621 |
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| 245 | 1 | 0 |
_aAlchemy : _b |
| 260 |
_aWest Yorkshire, England : _bMCB University Press, _c2000 |
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| 520 | 3 | _aThis paper provides a critical examination of how service value can be enhanced and the subsequent transformation of that knowledge into an organisation-wide learning process. In particular, it concentrates on the role of people in creating and adding value to services by highlighting some of the contextual factors which may potentially facilitate the value-adding dimensions that personal input can bring to service delivery. Offers a new conceptualisation of quality service by promoting the notion of alchemy, and addresses the crucial role performed by people. Argues that service alchemy provides an opportunity for organisations to improve, attain and maintain excellence | |
| 650 | 4 |
_aEmployees _918836 |
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| 650 | 4 |
_aService quality _919445 |
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| 700 | 1 |
_aKANDAMPULLY, Fay _930622 |
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| 773 | 0 | 8 |
_tThe Learning Organization : an international journal _g7, 1, p. 13-22 _dWest Yorkshire, England : MCB University Press, 2000 _xISSN 0969-6474 _w |
| 942 | _cS | ||
| 998 |
_a20070126 _b1549^b _cCarolina |
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| 998 |
_a20070215 _b1647^b _cZailton |
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| 999 |
_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c22186 _d22186 |
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| 041 | _aeng | ||