Service Leadership: The Quest for Competitive AdvantageSAGE, 2005. nov. 30. - 336 oldal The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome. Key Features:
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Tartalomjegyzék
STRATEGIZING THE PROMISE | 17 |
The U S Army on Leadership | 44 |
Cambridge Leadership | 63 |
The Masie Center on Leadership | 84 |
DESIGNING THE PROCESS | 87 |
Victorias Secret on Customer Intelligence | 115 |
Redefining Leadership | 143 |
Pizza in the Sky | 170 |
Managing Service Organizations | 225 |
Gallup on Employee | 244 |
Implementing Human Resources Policies | 247 |
The Gallup | 261 |
Building and Maintaining an Effective | 265 |
On Rewarding Performance | 279 |
References | 283 |
299 | |
SAS Institute on Data Mining | 193 |
ENGAGING THE PROVIDERS | 197 |
The Human Faces | 221 |
About the Authors | 319 |
Más kiadások - Összes megtekintése
Service Leadership: The Quest for Competitive Advantage Svafa Gronfeldt,Judith Strother Korlátozott előnézet - 2005 |
Service Leadership: The Quest for Competitive Advantage Svafa Gronfeldt,Judith Strother Nincs elérhető előnézet - 2005 |
Service Leadership: The Quest for Competitive Advantage Svafa Gronfeldt,Judith Strother Nincs elérhető előnézet - 2005 |
Gyakori szavak és kifejezések
achieve Actavis actions applied approach balanced scorecard challenging chapter collective leadership communication company’s competitive advantage competitors concept continuous improvement core corporate costs create customer loyalty customer needs customer orientation customer satisfaction customer service customer-oriented behaviors customer’s deliver effective efforts employees empower empowerment enhance environment evaluation example focus formulation frontline Gallup Organization goals human resources identify impact implementation important individual innovation interaction internal leader leadership mind-set measures metrics operations orga organization’s organizational citizenship behavior organizational culture organizational members participation performance perspective proactive relationships resource-based view result role SAS Institute service delivery service design service failures service industry service leadership culture service organizations service process service profit chain service providers service quality service recovery service strategy Six Sigma skills success suggests sustainable competitive advantage tasks tion today’s tomer total quality management understand values Victoria's Secret vision