Book, Total Quality in Concept Services, Practice Cases 7/20[LS]

Marketing with those who know. By Alexandre Luzzi Las Casas, Total Quality in Services — Concepts, Exercises, Practical Cases to help companies obtain an adequate level of quality in the provision of services, with updated concepts and modern tools. This 7th edition has reformulated the structure and included teaching resources, such as the Links, Learn more and Stay tuned sections, as well as summaries at the end of each chapter. Furthermore, the cases were also updated, bringing to light examples of large companies such as Disney, Itaú and Imaginarium. With clear and objective language, this book presents topics such as: quality concepts and types of services; improvements and analysis tools; internal marketing and services marketing; training; communication; improvement and control mechanisms; and implementation of the total quality process. Discover more of the author's books here.