What great service leaders know and do : creating breakthroughs in service firms /

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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...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autores principales: Heskett, James L. (Autor), Sasser, W. Earl (Autor), Schlesinger, Leonard A. (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Oakland, CA : Berrett-Koehler Publishers, Inc., [2015]
Edición:First edition.
Colección:BK business book.
Temas:
Customer services.
Service industries > Management.
Service à la clientèle.
Services (Industrie) > Gestion.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer services
Service industries > Management
Kundservice.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • 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.

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