Publisher's Synopsis
Leading, managing and organizing for service excellence is a never-ending quest by organizations seeking to achieve outstanding performance in their fields. Benchmarking one's own approaches against other organizations' best practices and gaining insights from their experiences are powerful means for enhancing results. Papers presented at QUIS13 gave a comprehensive overview of scholarly and managerial advances in service excellence and management with contributions from around the world. During the event, well-known scholars and business executives shared their views, research and experiences gained in using innovation and leadership in the pursuit of service excellence. A wide range of themes were covered at QUIS13 such as service innovation and design, self-service technologies, service culture and leadership, complaint management and service recovery, service-infusion in manufacturing, service logic, human resource management, customer experience, service operations management, customer management, service science, transformative service and service quality put into action.
