02563nam 2200577 a 450 991048018440332120200116225749.01-4522-6673-51-4129-1374-81-322-30675-3(CKB)2670000000262841(EBL)996835(OCoLC)809773294(SSID)ssj0000675889(PQKBManifestationID)12321657(PQKBTitleCode)TC0000675889(PQKBWorkID)10676701(PQKB)10362883(MiAaPQ)EBC996835(OCoLC)1007859093(StDuBDS)EDZ0000063604(EXLCZ)99267000000026284120120315d2006 fy| 0engur|n|---|||||txtccrService leadership[electronic resource] the quest for competitive advantage /Svafa Gro?nfeldt, Judith StrotherThousand Oaks, Calif. ;London SAGEc20061 online resource (337 p.)Description based upon print version of record.1-4522-3106-0 1-4129-1375-6 Includes bibliographical references (p. 283-298) and index.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 AuthorsProviding 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.Customer servicesManagementCustomer relationsElectronic books.Customer servicesManagement.Customer relations.658.812Gro??nfeldt Svafa1036233Strother Judith B845508StDuBDSStDuBDSBOOK9910480184403321Service leadership2456458UNINA