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Service-ability [[electronic resource] ] : create a customer centric culture and gain competitive advantage / / Kevin Robson
| Service-ability [[electronic resource] ] : create a customer centric culture and gain competitive advantage / / Kevin Robson |
| Autore | Robson Kevin |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Chichester, : Wiley, 2013 |
| Descrizione fisica | 1 online resource (279 p.) |
| Disciplina |
658.4
658.812 |
| Soggetto topico | Customer services |
| ISBN |
1-119-20835-1
1-283-83520-7 1-118-45787-0 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Title page; Copyright page; Contents; Preface; Foreword; 1: Connectedness; Migram and six degrees of separation; Dunbar's number; Gladwell and Granovetter; Web 2.0 and word of mouth; Apostles and Terrorists; Feedback loops; Reflection on United; 2: Customer Satisfaction and its Link to Profit; Non-rational man; The rational organization; All people, all levels; Moments of truth; Customer relationships built on trust; Totally satisfied customers; Loyalty = profit; Internal service quality; 3: Our Industrial Legacy; The Industrial Revolution; Weber & bureaucracy; Fordism
Fayol and the human relations school Jump 70 years; New approach to management; 4: Our Service Economy; A difficult birth; The service economy; Commercially dangerous; The effect of technology; British disease; Demographics; Lower pay/inequality; Employment 'contract'; Opportunity; 5: Servicing Customers is Not Customer Service; Porter's value chain; Balanced scorecard; Car body repair shop story; The customer is king; The cost of quality; The Bottom Line interview; Call centres; Customer value triad; Summary; 6: Understanding Service-Ability; Engagement; Initiative; Professionalism Involvement 7: Getting the People Right; Recruitment; Intellectual capital; Inappropriate management; Rules and regulations; Greed and financial incentives; Pink on reward and motivation; Strategic HRM; Nissan and Google; Summarizing modernized management; 8: Appropriate Organization; Power of the office desk; Coercive bureaucracy; A real-life example; Inappropriate technology; Form follows function; Small is beautiful; Organismic vs. mechanistic; Teamwork; Autonomous, self-managing teams; Complexity theory; Summing up appropriate organization; 9: Effective Leadership; Leadership concepts Corridors of power poem Sources of power; Distributed leadership; Servant leadership; Primus inter pares; Empowerment; Practical wisdom; Winterbourne View; Re-moralizing work - Schwartz; Hierarchy; Collective wisdom; Honesty without fear; 10: Clarity of Purpose; Mission, vision; Obliquity vs. narrow strategy; Engagement; Purpose; Purposefulness; Purposeful systems; Values - The fuel tank that never runs dry; Matshushita on purpose; Systems integration and process clarity; Total service quality; Approaches to quality; Total Quality; 11: Bringing it all together; Index |
| Record Nr. | UNINA-9910821859403321 |
Robson Kevin
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| Chichester, : Wiley, 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Service-dominant logic : premesse, prospettive , possibilità / Robert F. Lusch ... [et al.]
| Service-dominant logic : premesse, prospettive , possibilità / Robert F. Lusch ... [et al.] |
| Pubbl/distr/stampa | Milano, : Wolters Kluwer, 2017 |
| Descrizione fisica | XXXV, 249 p. ; 24 cm |
| Disciplina | 658.812 |
| Collana | CEDAM Scienze economiche e aziendali |
| Soggetto topico | Marketing - Processi innovativi - Teorie |
| ISBN | 9788813363161 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ita |
| Record Nr. | UNISA-996442453203316 |
| Milano, : Wolters Kluwer, 2017 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
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Service-dominant logic : premises, perspectives, possibilities / Robert F. Lusch and Stephen L. Vargo
| Service-dominant logic : premises, perspectives, possibilities / Robert F. Lusch and Stephen L. Vargo |
| Pubbl/distr/stampa | Cambridge : Cambridge University Press, 2014 |
| Descrizione fisica | XXVI, 225 p. ; 24 cm |
| Disciplina | 658.812 |
| Soggetto topico | Aziende - Rapporti [con i] Clienti - Gestione - Teorie |
| ISBN | 978-0-521-12432-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNISA-996255947803316 |
| Cambridge : Cambridge University Press, 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
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Servicing : progettare e produrre innovazione nei servizi / Marco Paiola
| Servicing : progettare e produrre innovazione nei servizi / Marco Paiola |
| Autore | Paiola, Marco |
| Pubbl/distr/stampa | Padova, : CEDAM, 1998 |
| Descrizione fisica | XX, 269 p. ; 24 cm. |
| Disciplina | 658.812 |
| Soggetto topico |
Clientela
AZIENDE - Servizi - Processi innovativi |
| ISBN | 8813210957 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ita |
| Record Nr. | UNISANNIO-VIA0070157 |
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Paiola, Marco
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| Padova, : CEDAM, 1998 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. del Sannio | ||
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Servicio al cliente interno : todos somos clientes y todos tenemos clientes / / Rigoberto Martínez Bermúdez
| Servicio al cliente interno : todos somos clientes y todos tenemos clientes / / Rigoberto Martínez Bermúdez |
| Autore | Martínez Bermúdez Rigoberto |
| Pubbl/distr/stampa | Bogotá : , : Ediciones de la U, , 2016 |
| Descrizione fisica | 1 recurso en línea (141 páginas) |
| Disciplina | 658.812 |
| Soggetto topico |
Servicio al cliente
Control de calidad Consumidores Customer services Quality control Consumers |
| Soggetto genere / forma | Libros electronicos. |
| ISBN | 958-762-538-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | spa |
| Record Nr. | UNINA-9910398223503321 |
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Martínez Bermúdez Rigoberto
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| Bogotá : , : Ediciones de la U, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Servicio al cliente interno : todos somos clientes y todos tenemos clientes / / Rigoberto Martínez Bermúdez
| Servicio al cliente interno : todos somos clientes y todos tenemos clientes / / Rigoberto Martínez Bermúdez |
| Autore | Martínez Bermúdez Rigoberto |
| Pubbl/distr/stampa | Bogotá : , : Ediciones de la U, , 2016 |
| Descrizione fisica | 1 recurso en línea (141 páginas) |
| Disciplina | 658.812 |
| Soggetto topico |
Servicio al cliente
Control de calidad Consumidores Customer services Quality control Consumers |
| Soggetto genere / forma | Libros electronicos. |
| ISBN | 958-762-538-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | spa |
| Record Nr. | UNINA-9910671334403321 |
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Martínez Bermúdez Rigoberto
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| Bogotá : , : Ediciones de la U, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Sintonizzarsi con i clienti : per massimizzare i risultati
| Sintonizzarsi con i clienti : per massimizzare i risultati |
| Pubbl/distr/stampa | [Milano] : ETAS, 2007 |
| Descrizione fisica | VII, 180 p. ; 22 cm |
| Disciplina | 658.812 |
| Collana | The Results-Driven Manager |
| Soggetto topico | Clientela |
| ISBN | 978-88-453-1375-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | ita |
| Record Nr. | UNISA-990003519810203316 |
| [Milano] : ETAS, 2007 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
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Smiling down the line : info-service work in the global economy / / Bob Russell
| Smiling down the line : info-service work in the global economy / / Bob Russell |
| Autore | Russell Bob |
| Pubbl/distr/stampa | Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 |
| Descrizione fisica | 1 online resource (345 p.) |
| Disciplina | 658.812 |
| Collana | Studies in Comparative Political Economy and Public Policy |
| Soggetto topico |
Call centers - Management
Call center agents - Employment Call center agents - Social conditions |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-4426-9723-7
1-4426-9785-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Frontmatter -- Contents -- Tables and Figures -- Abbreviations -- Acknowledgments -- 1. New Workplaces: The Call Centre -- 2. The Call-Centre Case Studies -- 3. Making a New Occupation -- 4. The Call-Centre Labour Process (1): The Division of Labour, Work Effort, and Job Skill -- 5. The Call-Centre Labour Process (2): Technological Selection and the Means of Communication in Info-Service Work -- 6. HRM and Call Centres: Culture and Identities -- 7. Globalizing Info-Service Work: Outsourcing to India -- 8. Discontent, Resistance, and Organizing in Info-Service Work -- 9. Concluding Refl ections -- Notes -- References -- Index -- Backmatter |
| Record Nr. | UNINA-9910458938703321 |
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Russell Bob
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| Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Smiling down the line : info-service work in the global economy / / Bob Russell
| Smiling down the line : info-service work in the global economy / / Bob Russell |
| Autore | Russell Bob |
| Pubbl/distr/stampa | Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 |
| Descrizione fisica | 1 online resource (345 p.) |
| Disciplina | 658.812 |
| Collana | Studies in Comparative Political Economy and Public Policy |
| Soggetto topico |
Call centers - Management
Call center agents - Employment Call center agents - Social conditions |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-4426-9723-7
1-4426-9785-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | New workplaces : the call centre -- The call-centre case studies -- Making a new occupation -- The call-centre labour process (1) : the division of labour, work effort, and job skill -- The call-centre labour process (2) : technological selection and the means of communication in info-service work -- HRM and call-centres : culture and identities -- Globalizing info-service work : outsourcing to India -- Discontent, resistance, and organizing in info-service work. |
| Record Nr. | UNINA-9910791555703321 |
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Russell Bob
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||
| Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Smiling down the line : info-service work in the global economy / / Bob Russell
| Smiling down the line : info-service work in the global economy / / Bob Russell |
| Autore | Russell Bob |
| Pubbl/distr/stampa | Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 |
| Descrizione fisica | 1 online resource (345 p.) |
| Disciplina | 658.812 |
| Collana | Studies in Comparative Political Economy and Public Policy |
| Soggetto topico |
Call centers - Management
Call center agents - Employment Call center agents - Social conditions |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-4426-9723-7
1-4426-9785-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | New workplaces : the call centre -- The call-centre case studies -- Making a new occupation -- The call-centre labour process (1) : the division of labour, work effort, and job skill -- The call-centre labour process (2) : technological selection and the means of communication in info-service work -- HRM and call-centres : culture and identities -- Globalizing info-service work : outsourcing to India -- Discontent, resistance, and organizing in info-service work. |
| Record Nr. | UNINA-9910808450603321 |
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Russell Bob
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||
| Toronto, Ontario ; ; Buffalo, New York ; ; London, England : , : University of Toronto Press, , 2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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