The moment of truth - that instant when consumers experience and judge service quality - often decides business success. This research-driven book provides practical information on the design, managem
As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable suc
The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show h
An integrated model for management and administrative practice. Excellence in Human Service Organization Management, 2/e provides guidelines to insure internal consistency within Human Service Or
Your customers have become increasingly sophisticated and more connected than ever—broadcasting real-time feedback to a cloud of followers who are watching your every move. As savvy customers co
Gain the expertise required for success in one of the hottest segments of the automotive industry! This pioneering, eight-book series leads users to an understanding of the principles and procedures
This book combines academic wisdom and practitioners’ insights to critically examine the challenges faced by civil service systems in the 21st Century. Moreover, the book evaluates what types of civil
A comprehensive introduction to designing services according to the needs of the customer or participants, this book addresses a new and emerging field of design and the disciplines that feed and resu
Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service
This book is dedicated to the issues and complexities of industrial services supply chain management. It analyzes how the transition from products to services can be managed, and how supply chains can
The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are
By providing excellent service, organizations build strong relationships with customers, generate barriers to competition, utilize resources more efficiently, and increase profitability. This book pro
The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are
In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back.
A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some b
Ten years ago, Novell's customer service division was doing fine - pleasing customers and keeping them loyal. But in a high-impact transformation, the division raised its sights and now not only delig
CRM today is much like BPR in the 1990s. It is the strategy of the 21st century. Everyone is jumping on the bandwagon, but few are doing it in a way that will reap long-term benefits. And while billio
