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Record Nr. |
UNINA9910811418503321 |
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Autore |
Gro??nfeldt Svafa |
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Titolo |
Service leadership [[electronic resource] ] : the quest for competitive advantage / / Svafa Gro?nfeldt, Judith Strother |
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Pubbl/distr/stampa |
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Thousand Oaks, Calif. ; ; London, : SAGE, c2006 |
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ISBN |
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1-4522-7912-8 |
1-4522-6673-5 |
1-4129-1374-8 |
1-322-30675-3 |
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Edizione |
[1st ed.] |
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Descrizione fisica |
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1 online resource (xiii, 319 p.) : ill |
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Altri autori (Persone) |
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Disciplina |
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Soggetti |
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Customer services - Management |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di bibliografia |
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Includes bibliographical references (p. 283-298) and index. |
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Nota di contenuto |
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Cover; Contents; Foreword; 1 - Introduction; Part 1: Strategizing the Promise; 2 - Looking Back on Service; 3 - Leading the Service Wave; 4 - Formulating Strategic Promises; Part 2: Designing the Process; 5 - Developing the Service Strategy; 6 - Designing the Service Process; 7 - Strategizing for Service Recovery; 8 - Designing Service Metrics; Part 3: Engaging the Providers; 9 - Activating Customer Orientation; 10 - Managing Service Organizations; 11 - Implementing Human Resources Policies for Service Organizations; References; Index; About the Authors |
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Sommario/riassunto |
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Providing a solid focus on strategy throughout, this work introduces and operationalizes a new concept - service leadership. The authors provide discussions of methods associated with the identification and tracking of customer needs in a strategic and design process context. |
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