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035   $a(OCoLC)809773294
035   $a(SSID)ssj0000675889
035   $a(PQKBManifestationID)12321657
035   $a(PQKBTitleCode)TC0000675889
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100   $a20120315d2006      fy|            0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 10$aService leadership$b[electronic resource] $ethe quest for competitive advantage /$fSvafa Gro?nfeldt, Judith Strother
210   $aThousand Oaks, Calif. ;$aLondon $cSAGE$dc2006
215   $a1 online resource (337 p.)
300   $aDescription based upon print version of record.
311   $a1-4522-3106-0 
311   $a1-4129-1375-6 
320   $aIncludes bibliographical references (p. 283-298) and index.
327   $aCover; 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
330 8 $aProviding 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.
606   $aCustomer services$xManagement
606   $aCustomer relations
608   $aElectronic books.
615  0$aCustomer services$xManagement.
615  0$aCustomer relations.
676   $a658.812
700   $aGro??nfeldt$b Svafa$01036233
701   $aStrother$b Judith B$0845508
801  0$bStDuBDS
801  1$bStDuBDS
906   $aBOOK
912   $a9910480184403321
996   $aService leadership$92456458
997   $aUNINA