Inspired customer service: strategies for service quality
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London
Kogan Page
1993
|
| Edition: | 1. publ. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 220 S. graph. Darst. |
| ISBN: | 074940826X |
Staff View
MARC
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| 245 | 1 | 0 | |a Inspired customer service |b strategies for service quality |c David Clutterbuck ; Graham Clark ; Colin Armistead |
| 250 | |a 1. publ. | ||
| 264 | 1 | |a London |b Kogan Page |c 1993 | |
| 300 | |a 220 S. |c graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Customer services | |
| 650 | 7 | |a Klantgerichtheid |2 gtt | |
| 650 | 7 | |a Strategische planning |2 gtt | |
| 650 | 4 | |a Customer relations | |
| 650 | 4 | |a Customer services | |
| 700 | 1 | |a Clark, Graham |e Verfasser |4 aut | |
| 700 | 1 | |a Armistead, Colin |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=005545684&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-005545684 | ||
Record in the Search Index
| _version_ | 1804122785450033152 |
|---|---|
| adam_text | Contents
Prologue 7
Acknowledgements 12
1 Our customer promise 13
2 Setting the scene 28
3 Service strategy and the service task 42
4 Allocating resources 60
5 Benchmarking service 79
6 Managing the encounter 93
7 Capacity management: sustaining the balance 109
8 Creating a structure for quality 121
9 Service recovery 131
10 Resource productivity 144
11 The people factor 152
12 Empowerment 171
13 The role of organisational culture 180
14! Communicating with the external customer 191
1S Communicating with the internal customer 207
Index 218
|
| any_adam_object | 1 |
| author | Clutterbuck, David Clark, Graham Armistead, Colin |
| author_facet | Clutterbuck, David Clark, Graham Armistead, Colin |
| author_role | aut aut aut |
| author_sort | Clutterbuck, David |
| author_variant | d c dc g c gc c a ca |
| building | Verbundindex |
| bvnumber | BV008417302 |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 |
| callnumber-search | HF5415.5 |
| callnumber-sort | HF 45415.5 |
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| ctrlnum | (OCoLC)30463449 (DE-599)BVBBV008417302 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. publ. |
| format | Book |
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| id | DE-604.BV008417302 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-09T17:19:24Z |
| institution | BVB |
| isbn | 074940826X |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-005545684 |
| oclc_num | 30463449 |
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| owner_facet | DE-19 DE-BY-UBM DE-188 |
| physical | 220 S. graph. Darst. |
| publishDate | 1993 |
| publishDateSearch | 1993 |
| publishDateSort | 1993 |
| publisher | Kogan Page |
| record_format | marc |
| spelling | Clutterbuck, David Verfasser aut Inspired customer service strategies for service quality David Clutterbuck ; Graham Clark ; Colin Armistead 1. publ. London Kogan Page 1993 220 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Customer services Klantgerichtheid gtt Strategische planning gtt Customer relations Clark, Graham Verfasser aut Armistead, Colin Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005545684&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Clutterbuck, David Clark, Graham Armistead, Colin Inspired customer service strategies for service quality Customer services Klantgerichtheid gtt Strategische planning gtt Customer relations |
| title | Inspired customer service strategies for service quality |
| title_auth | Inspired customer service strategies for service quality |
| title_exact_search | Inspired customer service strategies for service quality |
| title_full | Inspired customer service strategies for service quality David Clutterbuck ; Graham Clark ; Colin Armistead |
| title_fullStr | Inspired customer service strategies for service quality David Clutterbuck ; Graham Clark ; Colin Armistead |
| title_full_unstemmed | Inspired customer service strategies for service quality David Clutterbuck ; Graham Clark ; Colin Armistead |
| title_short | Inspired customer service |
| title_sort | inspired customer service strategies for service quality |
| title_sub | strategies for service quality |
| topic | Customer services Klantgerichtheid gtt Strategische planning gtt Customer relations |
| topic_facet | Customer services Klantgerichtheid Strategische planning Customer relations |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=005545684&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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