Delivering Excellent Service Quality: a Practical Guide for Internal and External Service Providers by Mario Kossmann

Abook reviewby Prof. Paul Gemmel

Many business organizations understand that excellentservice qualityis the key to success in today’s competitive world. The book of Kossmann gives a practical guide for creating the right match between expectations and performances at every step in the value chain of the aviation industry. The practical step-by-step guide to manage service quality can help many service managers to define service standards and to measure service performance in their business.

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