Measuring Service Performance: Practical Research for Better Quality - Softcover

Über die Autorin bzw. den Autor

Dr Ralf Lisch is an independent consultant and writer based in Singapore. He studied sociology and social research at universities in Germany and the United States. The author knows the service industry from multiple perspectives - as academic researcher, director of a leading consumer organization and managing director of service companies. Several of his research projects and comparative tests of service quality were much acclaimed and gained high public attention. As a critical sociologist, his major focus is always on people - because in the service sector, people determine the business and decide on success and failure. Ralf Lisch has published numerous books and articles on management and empirical research topics. His most recent publication was an analysis of Niccolò Machiavelli's ¿EUR¿The Prince¿EUR¿ from a management perspective under the title: ¿EUR¿Ancient Wisdom for Modern Management - Machiavelli at 500¿EUR¿, which is also published by Gower Publishing.