The first edition of this book is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the authors once aga

The first and second editions of this book are regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service's book, the aut

The Art of Service has collected the experiences of organizations, quality managers and auditors who have actually worked with the present version of the ISO 20

"This book gives both scientists and practical experts an insight into the many different facets of IT service quality management"--Provided by publisher.