دانشنامهٔ سیج دربارهٔ کیفیت و اقتصاد خدمات ۲۰۱۵
The SAGE Encyclopedia of Quality and the Service Economy 2015

1. Cover

2. Half Title

3. Publisher Note

4. Title Page

5. Copyright Page

6. Contents

7. Publisher Note

8. Reader’s Guide

9. About the Editor

10. Contributors

11. Introduction

12. A

13. Accreditation of Conformity Assessment Activities

14. Action Research

15. Actor-Network Theory

16. Advertising

17. Affinity Diagram

18. Attractive Quality and Service Creation

19. B

20. Balanced Scorecard

21. Benchmarking

22. Blog

23. Brand Equity

24. Brand Management

25. Brand Value

26. Branding Destination

27. Business Ethics

28. Business-to-Business Relationships

29. Business-to-Customer Relationships

30. C

31. Capacity Management

32. Cause and Effect Analysis

33. Community of Learning

34. Competence Development and Management

35. Complaint Management

36. Conflict Management

37. Conjoint Analysis

38. Consumer Needs

39. Consumerism, Green

40. Consumption Emotions

41. Control Chart

42. Cooperativism

43. Corporate Governance

44. Corporate Social Responsibility

45. Cost Leadership Strategy

46. Crisis Communication

47. Critical Incident Technique

48. Critical Management Studies

49. Cross-Functional Management

50. Cultural Tourism

51. Customer Expectations

52. Customer Focus

53. Customer Perception and Experience

54. Customer Relationship Lifecycle

55. Customer Relationship Management

56. Customer Satisfaction Management in the Public Sector

57. Customer Satisfaction, Retention, and Loyalty

58. D

59. Define, Measure, Analyze, Improve, and Control (DMAIC) Process

60. Delphi Method

61. Deming Prize

62. Deming’s 14 Points

63. Destination Marketing

64. Dialogue Methods, Dialogic Gathering, and Dialogic Learning

65. Diversity Management

66. Dubai Model for Government Services

67. E

68. E-Business Models

69. Educational Leadership

70. EFQM Excellence Model

71. Electronic Word of Mouth

72. Emotional Dissonance

73. Emotional Engineering and Design

74. Emotional Intelligence

75. Emotional Labor

76. Emotional Resonance

77. Employee Involvement

78. Empowerment

79. Entrepreneurship

80. E-Service Quality

81. Excellence Characteristics

82. Experience Economy

83. Experiencescape

84. Experiential Learning Models

85. Experiments, Design of

86. Extreme Tourism

87. F

88. Fashion Industry

89. Film Tourism and Literature Tourism

90. Fishbone Diagram

91. Flowcharts

92. Focus Group

93. Food Service Quality and Safety Management

94. G

95. Gap Model

96. Global Mobility

97. Globalization

98. Glocalization

99. Google

100. Green Growth

101. Group and Organizational Processes

102. H

103. Health Care Service and Quality

104. Hoshin Planning

105. Hospitality Service and Quality

106. Human Resource Management and Quality Management

107. Human Resources in the Hospitality Industry

108. I

109. Information Technologies and Management

110. Innovation, Systems of

111. Innovation in Networks

112. Innovation Management

113. Intangibility, Heterogeneity, Inseparability, and Perishability (IHIP)

114. Intellectual Capital

115. Intercultural Management

116. ISO 9000 Series

117. J

118. Job Design and Job Characteristics Theory

119. Just-in-Time

120. K

121. Kaizen

122. Kansei Engineering

123. KJ Method

124. Knowledge Economy

125. Knowledge Management

126. L

127. Leadership

128. Leadership for Quality

129. Lean Philosophy and Methods

130. Lean Six Sigma Concepts and Methods

131. Lifestyle Entrepreneurship and Commercial Home

132. M

133. Malcolm Baldrige National Quality Award

134. Management and Leadership

135. Management System Standards

136. Managerial Competencies and Skills

137. Marketing, Interactive

138. Marketing Communication

139. Marketing Strategy

140. Mass Customization

141. McDonaldization

142. M-Commerce

143. Mindfulness

144. Moment of Truth

145. Motivation, Intrinsic and Extrinsic

146. Mystery Shopping

147. N

148. Narrative for Service Research and Management

149. Networks, Business

150. New Public Management

151. Nongovernmental Organization (NGO)

152. O

153. Online Community

154. Online Consumer Behavior

155. Organizational Communication

156. Organizational Culture

157. Organizational Hologram

158. Organizational Image and Identity

159. Organizational Psychology

160. Organizational Reputation

161. Outsourcing

162. P

163. Pareto Analysis

164. Personal Branding

165. Personal Leadership

166. Place Marketing

167. Plan, Do, Check, Act (PDCA) Cycle

168. Poka-Yoke

169. Policy Deployment

170. Process Management

171. Product Development

172. Professional Service Organization

173. Prosumer and Prosumption

174. Public Administration and Management

175. Public Organization

176. Public Relations

177. Public Service

178. Q

179. Quality, Definitions

180. Quality and Service Awards, China

181. Quality and Service Awards, Korea

182. Quality and Service Awards, Poland

183. Quality and Service Awards, Russia

184. Quality and Service Awards, Sweden

185. Quality and Service Awards, Taiwan

186. Quality and Service Awards, United Kingdom

187. Quality and Service Excellence Awards in the Public Sector

188. Quality Assurance

189. Quality Circles and Autonomous Teams

190. Quality Cost

191. Quality Culture

192. Quality Function Deployment (QFD)

193. Quality Improvement and Innovation

194. Quality in Higher Education

195. Quality in Primary and Secondary Education

196. Quality Indicators

197. Quality Management System

198. Quality Management System, Auditing

199. Quality Movement, Evolution of

200. Quality of Life

201. Quality of Working Life

202. Quality Tools

203. Quality Trilogy

204. R

205. Relationship Management

206. Repeat Purchase

207. Retail Organizations and Management

208. Revenue Management

209. Risk Management

210. Robust Design

211. S

212. Scatter Diagram

213. Self-Assessment

214. Self-Service Technology

215. Service Blueprint

216. Service Delivery System and Service Providers

217. Service Design and Development

218. Service Economy

219. Service Encounters

220. Service Experience

221. Service Guarantees

222. Service Improvement and Innovation

223. Service Leadership

224. Service Management

225. Service Package

226. Service Process

227. Service Productivity

228. Service Quality, Definition

229. Service Recovery

230. Service Science

231. Service Systems

232. Services, Characteristics and Definitions

233. Services Marketing Triangle

234. Servicification

235. Serviscape

236. Servitization

237. SERVQUAL (Service Quality)

238. Shopping Behavior

239. Six Sigma, Framework and Methodology

240. Statistical Process Control

241. Strategic Alliances

242. Strategic Change Management

243. Strategic Communication

244. Strategic Human Resource Development

245. Strategic Quality Management

246. Supply Chain Quality Management

247. Sustainable Development

248. System of Profound Knowledge

249. T

250. Teamwork: High-Impact Teams

251. Technology Acceptance Model (TAM)

252. TKJ Technique

253. Total Quality Management (TQM)

254. Toyota Production System

255. Training, Education, and Development of Staff

256. Transformational Leadership

257. TRIZ for Quality and Service Development

258. V

259. Value Chain

260. Value Co-Creation

261. Value Creation

262. Value-Based Management and Value-Based Leadership

263. Value-in-Use

264. Values-Driven Organizations

265. Voice of the Customer (VoC)

266. W

267. Wikipedia

268. Word of Mouth

269. Workers’ Participation

270. Z

271. Zero Defects

272. References

273. Index