Service Leadership

The Quest for Competitive Advantage

Svafa Grönfeldt, Judith Strother

320 pages, parution le 15/02/2006

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Résumé

The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies - not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.

Key Features:

Shares insight from CEO's on how service leaders think, strategize, and apply tools of the trade to achieve their objectives
Relates chapter content to real world challenges faced by corporations
Includes a discussion on both quantitative and qualitative methods in a service context
Conceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topic
Provides an Instructor's Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabi

Service Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.

Sommaire

Foreword
Acknowledgments
Interview: The Power of Leadership
Introduction
Strategizing the Promise
Designing the Process
Engaging the Providers
Index
About the Authors

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Caractéristiques techniques

	PAPIER
Éditeur(s)	SAGE Publications
Auteur(s)	Svafa Grönfeldt, Judith Strother
Parution	15/02/2006
Nb. de pages	320
Format	18 x 25,5
Couverture	Broché
Poids	591g
Intérieur	Noir et Blanc
EAN13	9781412913751
ISBN13	978-1-4129-1375-1