Service leadership : the quest for competitive advantage / / Svafa Gronfeldt , Judith Strother
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| Autore: |
Gronfeldt Svafa
|
| Titolo: |
Service leadership : the quest for competitive advantage / / Svafa Gronfeldt , Judith Strother
|
| 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 |
| 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 |
| Opac: | Controlla la disponibilità qui |