Customer service delivery: research and best practices
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
San Francisco, Calif.
Jossey-Bass
2006
|
| Ausgabe: | 1. ed. |
| Schriftenreihe: | The professional practice series
|
| Schlagworte: | |
| Online-Zugang: | Table of contents only Publisher description Contributor biographical information Inhaltsverzeichnis |
| Beschreibung: | XXVII, 315 S. |
| ISBN: | 0787976202 9780787976200 |
Internformat
MARC
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| 245 | 1 | 0 | |a Customer service delivery |b research and best practices |c Lawrence Fogli, ed. |
| 250 | |a 1. ed. | ||
| 264 | 1 | |a San Francisco, Calif. |b Jossey-Bass |c 2006 | |
| 300 | |a XXVII, 315 S. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 490 | 0 | |a The professional practice series | |
| 650 | 7 | |a Klantenservice |2 gtt | |
| 650 | 7 | |a Klantgerichtheid |2 gtt | |
| 650 | 4 | |a Relations avec la clientèle - Gestion | |
| 650 | 4 | |a Service à la clientèle | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Customer relations |x Management | |
| 650 | 0 | 7 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Dienstleistung |0 (DE-588)4012178-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Kundenorientierung |0 (DE-588)4316837-1 |2 gnd |9 rswk-swf |
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| 689 | 0 | 1 | |a Kundenorientierung |0 (DE-588)4316837-1 |D s |
| 689 | 0 | |5 DE-604 | |
| 689 | 1 | 0 | |a Dienstleistung |0 (DE-588)4012178-1 |D s |
| 689 | 1 | 1 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |D s |
| 689 | 1 | |C b |5 DE-604 | |
| 700 | 1 | |a Fogli, Lawrence |e Sonstige |4 oth | |
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| 856 | 4 | |u http://www.loc.gov/catdir/enhancements/fy0622/2005021210-d.html |3 Publisher description | |
| 856 | 4 | |u http://www.loc.gov/catdir/enhancements/fy0653/2005021210-b.html |3 Contributor biographical information | |
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-016244321 | ||
Datensatz im Suchindex
| _version_ | 1804137269254160384 |
|---|---|
| adam_text | Foreword xiii
Eduardo Salas
Preface xv
Lawrence Fogli
Acknowledgments xix
The Authors xxi
Part One: What Is Customer Service? 1
1 Customer Service from the Customer s Perspective 3
Stephanie D. Kendall
2 Organizing for Customer Service 22
Robert J. Vance
3 Using Employee and Customer Perspectives
to Improve Organizational Performance 52
Scott M. Brooks, Jack W. Wiley, Emily L. Hause
4 Brands, Expectations, and Experience 83
Clifton Lemon
Part Two: Employees and Customer Service 133
5 Customer Service Quality: Selecting
Valued Performers 135
Jerard F. Kehoe, David N. Dickter
6 Staffing and Selection Strategies for Service Quality 173
Deborah L. Whetzel, Michael A. McDaniel
xi
I
XII Q .Yi».vt
Part Three: Organizational Change
Management for Service Quality 195
7 Service Encounter Dynamics: Strategie« and
Tips for Better Customer Service 197
Diane Catan/aro. Kduardo Salas
8 This Call May Be Monitored : Performance
Management for Service Quality 225
Seymour Adler, Miriam T. Nelson
9 What We Need to Know to Develop Strategies
and Tactics to Improve Service Delivery 264
Lawrence Fogli
Name Index 303
Subject Index 309
|
| adam_txt |
Foreword xiii
Eduardo Salas
Preface xv
Lawrence Fogli
Acknowledgments xix
The Authors xxi
Part One: What Is Customer Service? 1
1 Customer Service from the Customer's Perspective 3
Stephanie D. Kendall
2 Organizing for Customer Service 22
Robert J. Vance
3 Using Employee and Customer Perspectives
to Improve Organizational Performance 52
Scott M. Brooks, Jack W. Wiley, Emily L. Hause
4 Brands, Expectations, and Experience 83
Clifton Lemon
Part Two: Employees and Customer Service 133
5 Customer Service Quality: Selecting
Valued Performers 135
Jerard F. Kehoe, David N. Dickter
6 Staffing and Selection Strategies for Service Quality 173
Deborah L. Whetzel, Michael A. McDaniel
xi
I
XII Q .Yi».vt
Part Three: Organizational Change
Management for Service Quality 195
7 Service Encounter Dynamics: Strategie« and
Tips for Better Customer Service 197
Diane Catan/aro. Kduardo Salas
8 "This Call May Be Monitored": Performance
Management for Service Quality 225
Seymour Adler, Miriam T. Nelson
9 What We Need to Know to Develop Strategies
and Tactics to Improve Service Delivery 264
Lawrence Fogli
Name Index 303
Subject Index 309 |
| any_adam_object | 1 |
| any_adam_object_boolean | 1 |
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| ctrlnum | (OCoLC)61151585 (DE-599)BVBBV023040771 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
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| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| edition | 1. ed. |
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| illustrated | Not Illustrated |
| index_date | 2024-07-02T19:20:34Z |
| indexdate | 2024-07-09T21:09:36Z |
| institution | BVB |
| isbn | 0787976202 9780787976200 |
| language | English |
| lccn | 2005021210 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-016244321 |
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| owner_facet | DE-945 |
| physical | XXVII, 315 S. |
| publishDate | 2006 |
| publishDateSearch | 2006 |
| publishDateSort | 2006 |
| publisher | Jossey-Bass |
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| series2 | The professional practice series |
| spelling | Customer service delivery research and best practices Lawrence Fogli, ed. 1. ed. San Francisco, Calif. Jossey-Bass 2006 XXVII, 315 S. txt rdacontent n rdamedia nc rdacarrier The professional practice series Klantenservice gtt Klantgerichtheid gtt Relations avec la clientèle - Gestion Service à la clientèle Customer services Customer relations Management Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Dienstleistung (DE-588)4012178-1 s Kundenorientierung (DE-588)4316837-1 s DE-604 Qualitätsmanagement (DE-588)4219057-5 s b DE-604 Fogli, Lawrence Sonstige oth http://www.loc.gov/catdir/toc/ecip0516/2005021210.html Table of contents only http://www.loc.gov/catdir/enhancements/fy0622/2005021210-d.html Publisher description http://www.loc.gov/catdir/enhancements/fy0653/2005021210-b.html Contributor biographical information HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016244321&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Customer service delivery research and best practices Klantenservice gtt Klantgerichtheid gtt Relations avec la clientèle - Gestion Service à la clientèle Customer services Customer relations Management Qualitätsmanagement (DE-588)4219057-5 gnd Dienstleistung (DE-588)4012178-1 gnd Kundenorientierung (DE-588)4316837-1 gnd |
| subject_GND | (DE-588)4219057-5 (DE-588)4012178-1 (DE-588)4316837-1 |
| title | Customer service delivery research and best practices |
| title_auth | Customer service delivery research and best practices |
| title_exact_search | Customer service delivery research and best practices |
| title_exact_search_txtP | Customer service delivery research and best practices |
| title_full | Customer service delivery research and best practices Lawrence Fogli, ed. |
| title_fullStr | Customer service delivery research and best practices Lawrence Fogli, ed. |
| title_full_unstemmed | Customer service delivery research and best practices Lawrence Fogli, ed. |
| title_short | Customer service delivery |
| title_sort | customer service delivery research and best practices |
| title_sub | research and best practices |
| topic | Klantenservice gtt Klantgerichtheid gtt Relations avec la clientèle - Gestion Service à la clientèle Customer services Customer relations Management Qualitätsmanagement (DE-588)4219057-5 gnd Dienstleistung (DE-588)4012178-1 gnd Kundenorientierung (DE-588)4316837-1 gnd |
| topic_facet | Klantenservice Klantgerichtheid Relations avec la clientèle - Gestion Service à la clientèle Customer services Customer relations Management Qualitätsmanagement Dienstleistung Kundenorientierung |
| url | http://www.loc.gov/catdir/toc/ecip0516/2005021210.html http://www.loc.gov/catdir/enhancements/fy0622/2005021210-d.html http://www.loc.gov/catdir/enhancements/fy0653/2005021210-b.html http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016244321&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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