Open Daily: 10am - 10pm | Alley door pickup 10am - 7pm 3038 Hennepin Ave Minneapolis, MN
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  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
Service Leadership: The Quest for Competitive Advantage

Service Leadership: The Quest for Competitive Advantage

Gronfeldt, Svafa
Strother, Judith Banks

Paperback

Business GeneralManagementMarketing

ISBN10: 1412913756
ISBN13: 9781412913751
Publisher: Sage Publications, Inc
Published: Nov 30 2005
Pages: 336
Weight: 1.34
Height: 0.69 Width: 8.52 Depth: 9.90
Language: English
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.

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