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Book Cover
Book
Author Grönfeldt, Svafa.

Title Service leadership : the quest for competitive advantage / Svafa Grönfeldt , Judith Strother
Published Thousand Oaks : SAGE Publications, [2006]
©2006

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Location Call no. Vol. Availability
 WATERFT BUSINESS  658.812 Gro/Slt  AVAILABLE
Description xiii, 319 pages : illustrations ; 26 cm
Contents Foreword / Ronald A. Heifetz and Marty Linsky -- 1. Introduction -- 2. Looking back on service -- 3. Leading the service wave -- 4. Formulating strategic promise -- 5. Developing the service strategy -- 6. Designing the service process -- 7. Strategizing for service recovery -- 8. Designing service metrics -- 9. Activating customer orientation -- 10. Managing service organizations -- 11. Implementing human resources policies for service organizations -- 12. Building and maintaining an effective service leadership culture
Bibliography Includes bibliographical references (pages 283-298) and index
Subject Customer services -- Management.
Author Strother, Judith B.
LC no. 2005018321
ISBN 1412913756 paperback
1412913748 cloth