Service Quality Management For Chiredzi Town Council's Beer Halls
Service Quality Management
This book covers issues to do with service quality management in local authorities run businesses.The focus is on how the local authorities can best run their beer halls basing on improving the quality of service offered to customers in order to fight competition that is emanating from mushrooming bottle stores and other beer outlets due to deregulation by the licensing board in Zimbabwe.Most local authorities have been focusing on the selling concept without embracing the new concept of service quality management that has given most businesses a competitive edge over their rivals because of its marketing orientation.The book also highlights the importance of people, processes and physical evidence in ensuring effective service quality management.
Mr Mbengo Pinigas is a Lecturer in the Department of E-Commerce at Harare Institute of Technology.
He holds a BCom Hons in Marketing and Master of Science in Marketing with three Academic Awards both from National University of Science and Technology.He is a tutor with Zimbabwe Open University and also lectured at Great Zimbabwe University.