02583nam 2200601Ia 450 991081141850332120200520144314.01-4522-7912-81-4522-6673-51-4129-1374-81-322-30675-3(CKB)2670000000262841(EBL)996835(OCoLC)809773294(SSID)ssj0000675889(PQKBManifestationID)12321657(PQKBTitleCode)TC0000675889(PQKBWorkID)10676701(PQKB)10362883(MiAaPQ)EBC996835(OCoLC)1007859093(StDuBDS)EDZ0000063604(EXLCZ)99267000000026284120050627d2006 uy 0engur|||||||||||txtccrService leadership the quest for competitive advantage /Svafa Gronfeldt , Judith Strother1st ed.Thousand Oaks SAGE Publicationsc20061 online resource (xiii, 319 p.) illDescription 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 relationsCustomer servicesManagement.Customer relations.658.812Gronfeldt Svafa1673603Strother Judith B1673604MiAaPQMiAaPQMiAaPQBOOK9910811418503321Service leadership4037788UNINA