What Great Service Leaders Know and Do ─ Creating Breakthroughs in Service Firms
- ISBN13:9781626565845
- 出版社:Ingram Pub Services
- 作者:James L. Heskett; W. Earl Sasser; Leonard A. Schlesinger
- 裝訂/頁數:精裝/312頁
- 規格:24.1cm*15.2cm*2.5cm (高/寬/厚)
- 出版日:2015/09/01
商品簡介
The authors review their own seminal work on service management, testing the durability of concepts they've helped develop over the past thirty years. Then they move on to look at how better results will be achieved in the future—what needs to be done to create great places to work, design efficient and enjoyable service experiences, use technology to improve service delivery, and engage and retain customers. Using examples of dozens of companies in a wide variety of industries, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
作者簡介
W. Earl Sasser, Jr., is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. Sasser developed the school’s first course on the management of service operations in 1972.
Leonard A. Schlesinger returned to Harvard Business School as a Baker Foundation Professor of Business Administration in July 2013 after concluding a five-year term as the twelfth president of Babson College.
主題書展
更多主題書展
更多書展本週66折
您曾經瀏覽過的商品
購物須知
外文書商品之書封,為出版社提供之樣本。實際出貨商品,以出版社所提供之現有版本為主。部份書籍,因出版社供應狀況特殊,匯率將依實際狀況做調整。
無庫存之商品,在您完成訂單程序之後,將以空運的方式為你下單調貨。為了縮短等待的時間,建議您將外文書與其他商品分開下單,以獲得最快的取貨速度,平均調貨時間為1~2個月。
為了保護您的權益,「三民網路書店」提供會員七日商品鑑賞期(收到商品為起始日)。
若要辦理退貨,請在商品鑑賞期內寄回,且商品必須是全新狀態與完整包裝(商品、附件、發票、隨貨贈品等)否則恕不接受退貨。