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What great service leaders know and do : creating breakthroughs in service firms /
In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology i...
| Clasificación: | Libro Electrónico |
|---|---|
| Autores principales: | , , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Oakland, CA :
Berrett-Koehler Publishers, Inc.,
[2015]
|
| Edición: | First edition. |
| Colección: | BK business book.
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 100 | 1 | |a Heskett, James L., |e author. | |
| 245 | 1 | 0 | |a What great service leaders know and do : |b creating breakthroughs in service firms / |c James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger. |
| 250 | |a First edition. | ||
| 264 | 1 | |a Oakland, CA : |b Berrett-Koehler Publishers, Inc., |c [2015] | |
| 264 | 4 | |c ©2015 | |
| 300 | |a 1 online resource (viii, 275 pages) : |b illustrations | ||
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| 490 | 1 | |a A BK business book | |
| 588 | |a Print version record. | ||
| 520 | |a In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top-level service; and practices that can transform loyal customers into "owners." They describe the world of great service leaders in which "both/and" thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the "service trifecta"--Wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, "sense and respond," operate with fluid boundaries, and seek and achieve repeated strategic success. -- |c Edited summary from book | ||
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a 1. Leading a breakthrough service is different -- 2. Shaping service strategies that deliver results -- 3. Designing operating strategies that support the service vision -- 4. Creating and capitalizing on internal quality -- "a great place to work" -- 5. The nuts and bolts of breakthrough service operations -- 6. Develop winning support systems -- 7. Services marketing : foster customer ownership -- 8. Leading for the future of services. | |
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Service industries |x Management. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 6 | |a Services (Industrie) |x Gestion. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 7 | |a Service industries |x Management |2 fast | |
| 650 | 7 | |a Kundservice. |2 sao | |
| 700 | 1 | |a Sasser, W. Earl, |e author. | |
| 700 | 1 | |a Schlesinger, Leonard A., |e author. | |
| 776 | 0 | 8 | |i Print version: |a Heskett, James L. |t What great service leaders know and do. |d Oakland, CA : Berrett-Koehler Publishers, Inc., [2015] |z 9781626565845 |w (DLC) 2015016144 |
| 830 | 0 | |a BK business book. | |
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