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Leadership

Business & Economics

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B2B GT

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B2B & B2C

<P> Written by three top scholars of service-sector management, this book seeks to provide leaders with a road map for the design and delivery of winning services in the years to come. The authors begin by reviewing their own foundational work, testing the durability of concepts they’ve helped develop, such as customer and employee value equations and the service profit chain. Then they move on to look at every aspect of optimal service leadership. The book concludes with a look at the challenges and trends that will shape service leadership in the future.</P>

What Great Service Leaders Know and Do

12th+

WHAT GREAT SERVICE LEADERS KNOW AND DO

Duration

Duration Unit Of Measure

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Front Cover.
Other Frontmatter.
Half Title Page.
Title Page.
Copyright Page.
Dedication.
Contents.
Introduction.
1: Leading a Breakthrough Service is Different.
2: Shaping Service Strategies That Deliver Results.
3: Designing Operating Strategies That Support the Service Vision.
4: Creating and Capitalizing on Internal Quality&#x2014;&#x201C;A Great Place to Work&#x201D;.
5: The Nuts and Bolts of Breakthrough Service Operations.
6: Develop Winning Support Systems.
7: Services Marketing: Foster Customer Ownership.
8: Leading for the Future of Services.
Epilogue: One Last Story.
Appendix: Service Trends and Take-Aways.
Notes.
Acknowledgments.
Index.
About the Authors.

What Great Service Leaders Know and Do.css-1p8rvzy{position:absolute;padding-left:8px;}

What Great Service Leaders Know and Do