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Service leadership [[electronic resource] ] : the quest for competitive advantage / / Svafa Gro?nfeldt, Judith Strother
| Service leadership [[electronic resource] ] : the quest for competitive advantage / / Svafa Gro?nfeldt, Judith Strother |
| Autore | Gro??nfeldt Svafa |
| Pubbl/distr/stampa | Thousand Oaks, Calif. ; ; London, : SAGE, c2006 |
| Descrizione fisica | 1 online resource (337 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) | StrotherJudith B |
| Soggetto topico |
Customer services - Management
Customer relations |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-4522-6673-5
1-4129-1374-8 1-322-30675-3 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910480184403321 |
Gro??nfeldt Svafa
|
||
| Thousand Oaks, Calif. ; ; London, : SAGE, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service leadership [[electronic resource] ] : the quest for competitive advantage / / Svafa Gro?nfeldt, Judith Strother
| Service leadership [[electronic resource] ] : the quest for competitive advantage / / Svafa Gro?nfeldt, Judith Strother |
| Autore | Gro??nfeldt Svafa |
| Pubbl/distr/stampa | Thousand Oaks, Calif. ; ; London, : SAGE, c2006 |
| Descrizione fisica | 1 online resource (xiii, 319 p.) : ill |
| Disciplina | 658.812 |
| Altri autori (Persone) | StrotherJudith B |
| Soggetto topico | Customer services - Management |
| 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 | eng |
| 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 |
| Record Nr. | UNINA-9910785737703321 |
|
Gro??nfeldt Svafa
|
||
| Thousand Oaks, Calif. ; ; London, : SAGE, c2006 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||