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Service leadership : the quest for competitive advantage / / Svafa Gronfeldt , Judith Strother



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Autore: Gronfeldt Svafa Visualizza persona
Titolo: Service leadership : the quest for competitive advantage / / Svafa Gronfeldt , Judith Strother Visualizza cluster
Pubblicazione: Thousand Oaks, : SAGE Publications, c2006
Edizione: 1st ed.
Descrizione fisica: 1 online resource (xiii, 319 p.) : ill
Disciplina: 658.812
Soggetto topico: Customer services - Management
Customer relations
Altri autori: StrotherJudith B  
Note generali: Description based upon print version of record.
Nota di bibliografia: Includes bibliographical references (p. 283-298) and index.
Nota di contenuto: 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
Sommario/riassunto: 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.
Titolo autorizzato: Service leadership  Visualizza cluster
ISBN: 1-4522-7912-8
1-4522-6673-5
1-4129-1374-8
1-322-30675-3
Formato: Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione: Inglese
Record Nr.: 9910811418503321
Lo trovi qui: Univ. Federico II
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