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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...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
West Sussex, U.K. :
Wiley,
2013.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- 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.