Service Leadership
1st Edition
The Quest for Competitive Advantage
eBook Features
-
Read Anywhere
Read your book anywhere, on any device, through RedShelf's cloud based eReader.
-
Digital Notes and Study Tools
Built-in study tools include highlights, study guides, annotations, definitions, flashcards, and collaboration.
-
Text-to-Speech Compatible
Have the book read to you!
-
Offline Access
(
100% )
The publisher of this book allows a portion of the content to be used offline.
-
Printing
(
20%
)
The publisher of this book allows a portion of the content to be printed.
-
Copy/Paste
(
20% )
The publisher of this book allows a portion of the content to be copied and pasted into external tools and documents.
Additional Book Details
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.
Sold By | SAGE Publications |
---|---|
ISBNs | 1452279128, 9781412913751, 9781452266732, 9781412913751, 9781452279121, 9781412913744, 9781412913744, 9781412913751 |
Language | eng |
Number of Pages | 336 |
Edition | 1st |