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To fill the gap between understanding customer service quality improvement theories and successfully applying them within a service organization, this work presents theory application models and cases of successful customer service QI efforts in both the public and private sector service organizations. The book focuses on helping readers develop and select strategies for quality improvement in regulated non-market driven services.

Information and communication technologies (ICTs) are a disruptive force affecting every aspect of human life. The integration of ICTs with the internet has global reach, including into the field of higher education, and this has caused traditional methods to be too slow and too unresponsive for the needs of many aspiring students. With faster lifestyles, borderless online learning is becoming more prevalent at every level of instruction. The quality of education now hinges less on the mode of instruction or the institutional reputation, and more on the commitment of individual...