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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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Pubblicazione: | Thousand Oaks, Calif. ; ; London, : SAGE, c2006 |
Descrizione fisica: | 1 online resource (337 p.) |
Disciplina: | 658.812 |
Soggetto topico: | Customer services - Management |
Customer relations | |
Soggetto genere / forma: | Electronic books. |
Altri autori: |
StrotherJudith B
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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 ![]() |
ISBN: | 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.: | 9910480184403321 |
Lo trovi qui: | Univ. Federico II |
Opac: | Controlla la disponibilità qui |