Read Service Leadership: The Quest for Competitive Advantage

Service Leadership: The Quest for Competitive Advantage

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Description: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: Shares insight from CEO′s on how service leaders think, strategize, and apply tools of the trade to achieve their objectivesRelates chapter content to real world challenges faced by corporationsIncludes a discussion on both quantitative and qualitative methods in a service contextConceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topicProvides an Instructor′s Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabiService Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.We have made it easy for you to find a PDF Ebooks without any digging. And by having access to our ebooks online or by storing it on your computer, you have convenient answers with Service Leadership: The Quest for Competitive Advantage. To get started finding Service Leadership: The Quest for Competitive Advantage, you are right to find our website which has a comprehensive collection of manuals listed.
Our library is the biggest of these that have literally hundreds of thousands of different products represented.

Pages: 336

Format: PDF, EPUB & Kindle Edition

Publisher: Sage Publications, Inc

Release: 2005

ISBN: 1452266735

Description: 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: Shares insight from CEO′s on how service leaders think, strategize, and apply tools of the trade to achieve their objectivesRelates chapter content to real world challenges faced by corporationsIncludes a discussion on both quantitative and qualitative methods in a service contextConceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topicProvides an Instructor′s Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabiService Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.We have made it easy for you to find a PDF Ebooks without any digging. And by having access to our ebooks online or by storing it on your computer, you have convenient answers with Service Leadership: The Quest for Competitive Advantage. To get started finding Service Leadership: The Quest for Competitive Advantage, you are right to find our website which has a comprehensive collection of manuals listed.
Our library is the biggest of these that have literally hundreds of thousands of different products represented.

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Service Leadership: The Quest for Competitive Advantage

Service Leadership: The Quest for Competitive Advantage

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