The SAGE Encyclopedia of Quality and the Service Economy
- Su Mi Dahlgaard-Park - Lund University, Sweden
"In the introduction, the editor, Su Mi Dahlgaard-Park, Lund University, provides an historical overview of quality control as it was first applied in the manufacturing industry to its adoption in the services industry. Article contributors are from universities spanning the globe. Over 230 diverse topics are covered in an A-Z format, many of which reflect the changing digital environment: Blog, E-Business Models, Electronic Word of Mouth (eWOM), Google, Online Consumer Behavior, Wikipedia, etc... Recommended for academic and large research libraries."
"Researchers looking for a wide-ranging collection of entries on the intersections and overlap between quality management and the service economy will find this Encyclopedia useful. The entries would also be useful as readings for faculty looking to provide a good overview of these topics to their students. The Sage Encyclopedia of Quality and the Service Economy is recommended for large economic and business collections, especially those focused on management and organizations."
"...The intended audience includes researchers, educators, and people working in organizations who are interested in attaining knowledge and competencies in the field. ...Some of the entries are unique (e.g., "Electronic Word of Mouth," "Emotional Engineering and Design," "Mystery Shopping," "Poka-Yoke"), while the more familiar topics are varied in content and treatment (e.g., "Business-to-Customer Relationships," "Deming's 14 Points," "Organizational Image and Identity"). Some entries feature a historical overview, others include definitions, and many offer examples and discuss methodologies, challenges and opportunities, and new directions. ...Even though these differences in content and style can be distracting, the resource is important because of its comprehensiveness and specialized focus on the field of study. Summing Up: Recommended. Advanced technical program students and upper-level undergraduates through researchers; professionals/practitioners."