Service leadership: the quest for competitive advantage
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Thousand Oaks, Calif. [u.a.]
Sage Publ.
2006
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references (S. 283-298) and index |
| Beschreibung: | XIII, 319 S. Ill., graph. Darst. |
| ISBN: | 1412913748 1412913756 |
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| 245 | 1 | 0 | |a Service leadership |b the quest for competitive advantage |c Svafa Grönfeldt ; Judith Strother |
| 264 | 1 | |a Thousand Oaks, Calif. [u.a.] |b Sage Publ. |c 2006 | |
| 300 | |a XIII, 319 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references (S. 283-298) and index | ||
| 650 | 7 | |a Administração de serviços |2 larpcal | |
| 650 | 7 | |a Prestação de serviços |2 larpcal | |
| 650 | 4 | |a Service à la clientèle - Gestion | |
| 650 | 4 | |a Customer services |x Management | |
| 700 | 1 | |a Strother, Judith B. |e Sonstige |4 oth | |
| 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=014756155&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
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Datensatz im Suchindex
| _version_ | 1804135290670940160 |
|---|---|
| adam_text | Contents
Foreword xi
Ronald A. Heifetz
Marty Linsky
Acknowledgments xiii
Leadership Insights: The Power of Leadership 1
1. Introduction 5
PART I STRATEGIZING THE PROMISE 17
Leadership Insights: The Power of the Strategist 19
2. Looking Back on Service 23
3. Leading the Service Wave 47
4. Formulating Strategic Promises 67
PART II DESIGNING THE PROCESS 87
Leadership Insights: The Power of the Transformer 89
5. Developing the Service Strategy 93
6. Designing the Service Process 119
7. Strategizing for Service Recovery 147
8. Designing Service Metrics 175
PART III ENGAGING THE PROVIDERS 197
Leadership Insights: The Power of the Providers 199
9. Activating Customer Orientation 203
10. Managing Service Organizations 225
12. Building and Maintaining an Effective
Service Leadership Culture occ
References
283
Index
299
About the Authors
319
List of Leadership
and Practical Insights
Leadership Insights: The Power of Leadership
Olaf Olafsson, Time Warner Inc. 1
Parti Strategizing the Promise 17
Leadership Insights: The Power of the Strategist
Robert Wessman, Actavis Group 19
Chapter 2 Practical Insights: The U.S. Army on Leadership 44
Chapter 3 Practical Insights: Cambridge Leadership
Associates on the Dangers of Leadership 63
Chapter 4 Practical Insights: The Masie Center on Leadership
in the Age of Technology 84
Part II Designing the Process 87
Leadership Insights: The Power of the Transformer
George Mikitarian, Parrish Medical Center 89
Chapter 5 Practical Insights: Victoria s Secret on Customer Intelligence 115
Chapter 6 Practical Insights: Redefining Leadership
From a Corporate Perspective
David Adams 143
Chapter 7 Practical Insights: Pizza in the Sky:
Lessons Learned From Service Failures
Wolf J. Rinke 170
Chapter 8 Practical Insights: SAS Institute on Data Mining 193
Part III Engaging the Providers 197
Leadership Insights: The Power of the Providers:
General Electric Company on Preventing Service
Failures in Business to Business Customer Service
David Kirchner, General Electric 199
Chapter 9 Practical Insights: The Human Faces
of Customer Orientation
Jon Didrik Jonsson 221
Chapter 10 Practical Insights: Gallup on Employee
Engagement and Customer Loyalty 244
Chapter 11 Practical Insights: The Gallup
Organization on Talent Development 261
Chapter 12 Practical Insights: On Rewarding Performance
Gunnar Haugen 279
List of Figures
Figure 1.1 Multidisciplinary Approach to Service Leadership 9
Figure 1.2 Service Leadership Culture 10
Figure 1.3 Three Dimensions of Service Strategy and Design 12
Figure 1.4 Service Leadership Action Chain 13
Figure 2.1 The Second Front Line 29
Figure 2.2 American Customer Satisfaction Index (1994 2004) 33
Figure 2.3 Customer Satisfaction Indexes
for the United States and Europe 34
Figure 2.4 The Gain of Customer Service (%) 35
Figure 2.5 Industrial Structures 37
Figure 2.6 Loyalty and Service Perception 39
Figure 2.7 Business Innovations 40
Figure 3.1 The Empowerment Continuum 55
Figure 4.1 Three Dimensions of Strategy Service and Design 81
Figure 5.1 Stages of Strategic Planning 97
Figure 5.2 Basic Elements of Strategic Service Vision 100
Figure 5.3 Strategic and Tactical Plan 102
Figure 6.1 Outpatient Diagnostic Testing Flow 132
Figure 6.2 PMC Blueprint 133
Figure 6.3 House of Quality 135
Figure 6.4 Incremental and Radical Innovations in Service 136
Figure 6.5 Normative Model of New Service Development 139
Figure 7.1 The Service Recovery Process 155
Figure 7.2 Satisfying and Delighting Customers 158
Figure 7.3 Empowerment Service Recovery Relationship 163
Figure 8.1 Strategy Map 179
Figure 8.2 Balanced Scorecard 181
Figure 8.3 Value Map 182
Figure 9.1 COBEH Core Model 214
Figure 9.2 The Satisfaction Mirror 218
Figure 9.3 The Cycle of Capability 219
Figure 10.1 The Changing Role of the Manager 231
Figure 10.2 The Links in the Service Profit Chain 232
Figure 10.3 Typical Relationship Between Customer
Satisfaction and Customer Retention 235
Figure 10.4 The Loyalty Effect 239
Figure 10.5 The Empowerment Productivity Relationship 242
Figure 11.1 The Impact of the Assessment Method
on Information Value 258
Figure 12.1 Dimensions of Service Complexity 278
List of Tables
Table 7.1 Actions to Satisfy Customers 157
Table 8.1 Use of Metrics in Organizations 178
Table 11.1 The Evolving Role of Human Resources Management 248
Table 12.1 Strategy, Leadership, and Culture Interaction 268
|
| adam_txt |
Contents
Foreword xi
Ronald A. Heifetz
Marty Linsky
Acknowledgments xiii
Leadership Insights: The Power of Leadership 1
1. Introduction 5
PART I STRATEGIZING THE PROMISE 17
Leadership Insights: The Power of the Strategist 19
2. Looking Back on Service 23
3. Leading the Service Wave 47
4. Formulating Strategic Promises 67
PART II DESIGNING THE PROCESS 87
Leadership Insights: The Power of the Transformer 89
5. Developing the Service Strategy 93
6. Designing the Service Process 119
7. Strategizing for Service Recovery 147
8. Designing Service Metrics 175
PART III ENGAGING THE PROVIDERS 197
Leadership Insights: The Power of the Providers 199
9. Activating Customer Orientation 203
10. Managing Service Organizations 225
12. Building and Maintaining an Effective
Service Leadership Culture occ
References
283
Index
299
About the Authors
319
List of Leadership
and Practical Insights
Leadership Insights: The Power of Leadership
Olaf Olafsson, Time Warner Inc. 1
Parti Strategizing the Promise 17
Leadership Insights: The Power of the Strategist
Robert Wessman, Actavis Group 19
Chapter 2 Practical Insights: The U.S. Army on Leadership 44
Chapter 3 Practical Insights: Cambridge Leadership
Associates on the Dangers of Leadership 63
Chapter 4 Practical Insights: The Masie Center on Leadership
in the Age of Technology 84
Part II Designing the Process 87
Leadership Insights: The Power of the Transformer
George Mikitarian, Parrish Medical Center 89
Chapter 5 Practical Insights: Victoria's Secret on Customer Intelligence 115
Chapter 6 Practical Insights: Redefining Leadership
From a Corporate Perspective
David Adams 143
Chapter 7 Practical Insights: Pizza in the Sky:
Lessons Learned From Service Failures
Wolf J. Rinke 170
Chapter 8 Practical Insights: SAS Institute on Data Mining 193
Part III Engaging the Providers 197
Leadership Insights: The Power of the Providers:
General Electric Company on Preventing Service
Failures in Business to Business Customer Service
David Kirchner, General Electric 199
Chapter 9 Practical Insights: The Human Faces
of Customer Orientation
Jon Didrik Jonsson 221
Chapter 10 Practical Insights: Gallup on Employee
Engagement and Customer Loyalty 244
Chapter 11 Practical Insights: The Gallup
Organization on Talent Development 261
Chapter 12 Practical Insights: On Rewarding Performance
Gunnar Haugen 279
List of Figures
Figure 1.1 Multidisciplinary Approach to Service Leadership 9
Figure 1.2 Service Leadership Culture 10
Figure 1.3 Three Dimensions of Service Strategy and Design 12
Figure 1.4 Service Leadership Action Chain 13
Figure 2.1 The Second Front Line 29
Figure 2.2 American Customer Satisfaction Index (1994 2004) 33
Figure 2.3 Customer Satisfaction Indexes
for the United States and Europe 34
Figure 2.4 The Gain of Customer Service (%) 35
Figure 2.5 Industrial Structures 37
Figure 2.6 Loyalty and Service Perception 39
Figure 2.7 Business Innovations 40
Figure 3.1 The Empowerment Continuum 55
Figure 4.1 Three Dimensions of Strategy Service and Design 81
Figure 5.1 Stages of Strategic Planning 97
Figure 5.2 Basic Elements of Strategic Service Vision 100
Figure 5.3 Strategic and Tactical Plan 102
Figure 6.1 Outpatient Diagnostic Testing Flow 132
Figure 6.2 PMC Blueprint 133
Figure 6.3 House of Quality 135
Figure 6.4 Incremental and Radical Innovations in Service 136
Figure 6.5 Normative Model of New Service Development 139
Figure 7.1 The Service Recovery Process 155
Figure 7.2 Satisfying and Delighting Customers 158
Figure 7.3 Empowerment Service Recovery Relationship 163
Figure 8.1 Strategy Map 179
Figure 8.2 Balanced Scorecard 181
Figure 8.3 Value Map 182
Figure 9.1 COBEH Core Model 214
Figure 9.2 The Satisfaction Mirror 218
Figure 9.3 The Cycle of Capability 219
Figure 10.1 The Changing Role of the Manager 231
Figure 10.2 The Links in the Service Profit Chain 232
Figure 10.3 Typical Relationship Between Customer
Satisfaction and Customer Retention 235
Figure 10.4 The Loyalty Effect 239
Figure 10.5 The Empowerment Productivity Relationship 242
Figure 11.1 The Impact of the Assessment Method
on Information Value 258
Figure 12.1 Dimensions of Service Complexity 278
List of Tables
Table 7.1 Actions to Satisfy Customers 157
Table 8.1 Use of Metrics in Organizations 178
Table 11.1 The Evolving Role of Human Resources Management 248
Table 12.1 Strategy, Leadership, and Culture Interaction 268 |
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| spelling | Grönfeldt, Svafa Verfasser aut Service leadership the quest for competitive advantage Svafa Grönfeldt ; Judith Strother Thousand Oaks, Calif. [u.a.] Sage Publ. 2006 XIII, 319 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references (S. 283-298) and index Administração de serviços larpcal Prestação de serviços larpcal Service à la clientèle - Gestion Customer services Management Strother, Judith B. Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=014756155&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Grönfeldt, Svafa Service leadership the quest for competitive advantage Administração de serviços larpcal Prestação de serviços larpcal Service à la clientèle - Gestion Customer services Management |
| title | Service leadership the quest for competitive advantage |
| title_auth | Service leadership the quest for competitive advantage |
| title_exact_search | Service leadership the quest for competitive advantage |
| title_exact_search_txtP | Service leadership the quest for competitive advantage |
| title_full | Service leadership the quest for competitive advantage Svafa Grönfeldt ; Judith Strother |
| title_fullStr | Service leadership the quest for competitive advantage Svafa Grönfeldt ; Judith Strother |
| title_full_unstemmed | Service leadership the quest for competitive advantage Svafa Grönfeldt ; Judith Strother |
| title_short | Service leadership |
| title_sort | service leadership the quest for competitive advantage |
| title_sub | the quest for competitive advantage |
| topic | Administração de serviços larpcal Prestação de serviços larpcal Service à la clientèle - Gestion Customer services Management |
| topic_facet | Administração de serviços Prestação de serviços Service à la clientèle - Gestion Customer services Management |
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