Service breakthroughs: changing the rules of the game
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York u. a.
Free Press
1990
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XII, 306 S. graph. Darst. |
| ISBN: | 0029146755 |
Internformat
MARC
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| 100 | 1 | |a Heskett, James L. |d 1933- |e Verfasser |0 (DE-588)111830885 |4 aut | |
| 245 | 1 | 0 | |a Service breakthroughs |b changing the rules of the game |c James L. Heskett ; W. Earl Sasser ; Christopher W. L. Hart |
| 264 | 1 | |a New York u. a. |b Free Press |c 1990 | |
| 300 | |a XII, 306 S. |b graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 7 | |a Klantgerichtheid |2 gtt | |
| 650 | 7 | |a Kwaliteitszorg |2 gtt | |
| 650 | 4 | |a Qualité des services | |
| 650 | 4 | |a Service après vente | |
| 650 | 7 | |a Service à la clientèle |2 ram | |
| 650 | 7 | |a Ventes - Gestion |2 ram | |
| 650 | 7 | |a Verkooptechnieken |2 gtt | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Sales management | |
| 650 | 0 | 7 | |a Internationale Wettbewerbsfähigkeit |0 (DE-588)4027386-6 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Kundendienst |0 (DE-588)4135134-4 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Dienstleistungsbetrieb |0 (DE-588)4012181-1 |2 gnd |9 rswk-swf |
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| 700 | 1 | |a Sasser, William Earl |d 1942- |e Verfasser |0 (DE-588)112967167 |4 aut | |
| 700 | 1 | |a Hart, Christopher W. L. |e Verfasser |4 aut | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=003841727&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-003841727 | ||
Datensatz im Suchindex
| _version_ | 1804120307562184704 |
|---|---|
| adam_text | Contents
Preface vii
Acknowledgments xi
1. Creating Breakthrough Services 1
2. Developing a Vision of the Business 18
3. Building Customer Loyalty 30
4. Focusing and Positioning the Service 47
5. Determining the True Costs and Benefits
of Service Quality 73
6. Developing Devices for Achieving Total
Customer Satisfaction 87
7. Managing for Quality and Productivity Gains 112
8. Managing Demand and Supply 735
9. Managing Networks 759
10. Managing Information Technologies 173
11. Mobilizing People 194
12. Organizing Work 272
13. Conceiving Future Breakthroughs 237
14. Realizing Service Breakthroughs 257
Appendix Illustrative Approaches to Transportation
Network Design 277
Notes 279
Index 295
|
| any_adam_object | 1 |
| author | Heskett, James L. 1933- Sasser, William Earl 1942- Hart, Christopher W. L. |
| author_GND | (DE-588)111830885 (DE-588)112967167 |
| author_facet | Heskett, James L. 1933- Sasser, William Earl 1942- Hart, Christopher W. L. |
| author_role | aut aut aut |
| author_sort | Heskett, James L. 1933- |
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| building | Verbundindex |
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| callnumber-first | H - Social Science |
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| callnumber-search | HF5415.5 |
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| callnumber-subject | HF - Commerce |
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| ctrlnum | (OCoLC)21303442 (DE-599)BVBBV006084784 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV006084784 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T16:40:00Z |
| institution | BVB |
| isbn | 0029146755 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-003841727 |
| oclc_num | 21303442 |
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| physical | XII, 306 S. graph. Darst. |
| publishDate | 1990 |
| publishDateSearch | 1990 |
| publishDateSort | 1990 |
| publisher | Free Press |
| record_format | marc |
| spelling | Heskett, James L. 1933- Verfasser (DE-588)111830885 aut Service breakthroughs changing the rules of the game James L. Heskett ; W. Earl Sasser ; Christopher W. L. Hart New York u. a. Free Press 1990 XII, 306 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Klantgerichtheid gtt Kwaliteitszorg gtt Qualité des services Service après vente Service à la clientèle ram Ventes - Gestion ram Verkooptechnieken gtt Customer services Sales management Internationale Wettbewerbsfähigkeit (DE-588)4027386-6 gnd rswk-swf Kundendienst (DE-588)4135134-4 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Kundendienst (DE-588)4135134-4 s Internationale Wettbewerbsfähigkeit (DE-588)4027386-6 s DE-604 Dienstleistungsbetrieb (DE-588)4012181-1 s Sasser, William Earl 1942- Verfasser (DE-588)112967167 aut Hart, Christopher W. L. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=003841727&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Heskett, James L. 1933- Sasser, William Earl 1942- Hart, Christopher W. L. Service breakthroughs changing the rules of the game Klantgerichtheid gtt Kwaliteitszorg gtt Qualité des services Service après vente Service à la clientèle ram Ventes - Gestion ram Verkooptechnieken gtt Customer services Sales management Internationale Wettbewerbsfähigkeit (DE-588)4027386-6 gnd Kundendienst (DE-588)4135134-4 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4027386-6 (DE-588)4135134-4 (DE-588)4012181-1 |
| title | Service breakthroughs changing the rules of the game |
| title_auth | Service breakthroughs changing the rules of the game |
| title_exact_search | Service breakthroughs changing the rules of the game |
| title_full | Service breakthroughs changing the rules of the game James L. Heskett ; W. Earl Sasser ; Christopher W. L. Hart |
| title_fullStr | Service breakthroughs changing the rules of the game James L. Heskett ; W. Earl Sasser ; Christopher W. L. Hart |
| title_full_unstemmed | Service breakthroughs changing the rules of the game James L. Heskett ; W. Earl Sasser ; Christopher W. L. Hart |
| title_short | Service breakthroughs |
| title_sort | service breakthroughs changing the rules of the game |
| title_sub | changing the rules of the game |
| topic | Klantgerichtheid gtt Kwaliteitszorg gtt Qualité des services Service après vente Service à la clientèle ram Ventes - Gestion ram Verkooptechnieken gtt Customer services Sales management Internationale Wettbewerbsfähigkeit (DE-588)4027386-6 gnd Kundendienst (DE-588)4135134-4 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Klantgerichtheid Kwaliteitszorg Qualité des services Service après vente Service à la clientèle Ventes - Gestion Verkooptechnieken Customer services Sales management Internationale Wettbewerbsfähigkeit Kundendienst Dienstleistungsbetrieb |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=003841727&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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