Service-ability : create a customer centric culture and achieve competitive advantage /

Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of 'service' where the relationship between an organization and the customer is an integral part of the 'product' offering. The nation is suffering from a wid...

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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Robson, Kevin
Format: Electronic eBook
Language:Inglés
Published: West Sussex, U.K. : Wiley, 2013.
Subjects:
Customer services.
Consumer satisfaction.
Consumer Behavior
Service à la clientèle.
Consommateurs > Satisfaction.
BUSINESS & ECONOMICS > Customer Relations.
Consumer satisfaction
Customer services
Online Access:Texto completo
Table of Contents:
  • 1: Connectedness; 2: Customer Satisfaction and its Link to Profit; 3: Our Industrial Legacy; 4: Our Service Economy; 5: Servicing Customers is Not Customer Service; 6: Understanding Service-Ability; 7: Getting the People Right; 8: Appropriate Organization; 9: Effective Leadership; 10: Clarity of Purpose; 11: Bringing it all together.

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