Winning the service game:
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Boston, Mass.
Harvard Business School Press
1995
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XI, 295 S. graph. Darst. |
| ISBN: | 0875845703 |
Staff View
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| 245 | 1 | 0 | |a Winning the service game |c Benjamin Schneider ; David E. Bowen |
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Record in the Search Index
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| adam_text | Contents
Preface ix
». Chapter 1 Building a Winning Service Organization by
Mastering the Rules of the Game 1
The Customer Tier: Achieving Customer Focus 17
Chapter 2 Meeting Customer Expectations 19
Chapter 3 Respecting Customer Needs 54
Chapter 4 Utilizing Customer Talents 84
The Boundary Tier: Managing Personal and Nonpersonal
Customer Contact 107
Chapter 5 Managing Personal Contact through Hiring
and Training 109
Chapter 6 Managing Personal Contact through Reward
Systems 145
Chapter 7 Managing Nonpersonal Contact with a
Personal Touch 174
The Coordination Tier: Creating a Service Culture 197
Chapter 8 Designing a Customer Focused Service System 199
Chapter 9 Creating a Service Culture 236
Notes 261
Index 285
About the Authors 295
|
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| ctrlnum | (OCoLC)266179137 (DE-599)BVBBV010587079 |
| discipline | Wirtschaftswissenschaften |
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| id | DE-604.BV010587079 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T17:55:30Z |
| institution | BVB |
| isbn | 0875845703 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-007059286 |
| oclc_num | 266179137 |
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| physical | XI, 295 S. graph. Darst. |
| publishDate | 1995 |
| publishDateSearch | 1995 |
| publishDateSort | 1995 |
| publisher | Harvard Business School Press |
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| spelling | Schneider, Benjamin Verfasser aut Winning the service game Benjamin Schneider ; David E. Bowen Boston, Mass. Harvard Business School Press 1995 XI, 295 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Kundendienst (DE-588)4135134-4 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundendienst (DE-588)4135134-4 s Management (DE-588)4037278-9 s DE-604 Kundenmanagement (DE-588)4236865-0 s Bowen, David E. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007059286&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Schneider, Benjamin Bowen, David E. Winning the service game Kundendienst (DE-588)4135134-4 gnd Management (DE-588)4037278-9 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4135134-4 (DE-588)4037278-9 (DE-588)4236865-0 |
| title | Winning the service game |
| title_auth | Winning the service game |
| title_exact_search | Winning the service game |
| title_full | Winning the service game Benjamin Schneider ; David E. Bowen |
| title_fullStr | Winning the service game Benjamin Schneider ; David E. Bowen |
| title_full_unstemmed | Winning the service game Benjamin Schneider ; David E. Bowen |
| title_short | Winning the service game |
| title_sort | winning the service game |
| topic | Kundendienst (DE-588)4135134-4 gnd Management (DE-588)4037278-9 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Kundendienst Management Kundenmanagement |
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