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.
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Author |
Strother, Judith B.
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LC no. |
2005018321 |
ISBN |
1412913756 paperback |
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1412913748 cloth |
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