What great service leaders know and do: creating breakthroughs in service firms
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| Main Authors: | , , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Oakland, Calif.
Berrett-Koehler Publishers Inc.
[2015]
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| Edition: | first edition |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis Inhaltsverzeichnis |
| Item Description: | Includes bibliographical references and index |
| Physical Description: | viii, 275 Seiten Illustrationen, Diagramme |
| ISBN: | 9781626565845 |
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Record in the Search Index
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| adam_text | Titel: What great service leaders know and do
Autor: Heskett, James L
Jahr: 2015
CONTENTS Introduction 1 1 Leading a Breakthrough Service Is Different 9 What great service leaders know: leading a breakthrough service is different. What great service leaders do: they take steps to ensure repeated memorable service encounters. 2 Shaping Service Strategies That Deliver Results 31 What great service leaders know: customers buy results and values, not services or products. What great service leaders do: they focus on results and value, as well as on the employee and customer value equations that produce them. 3 Designing Operating Strategies That Support the Service Vision 53 What great service leaders know: the best service operating strategies don t require trade-offs. What great service leaders do: they foster both/and thinking in designing winning operating strategies. 4 Creating and Capitalizing on Internal Quality— A Great Place to Work 74 What great service leaders know: great service starts with the frontline employee. What great service leaders do: they hire for attitude, train for skills.
? Contents 5 The Nuts and Bolts of Breakthrough Service Operations 105 What great service leaders know: effective service operating strategies have to create value for employees, customers, and investors. What great service leaders do: they ensure the achievement of the leverage and edge that produces win-win-win results—the service trifecta. 6 Develop Winning Support Systems 130 What great service leaders know: the best uses of technology and other support systems create frontline service heroes and heroines. What great service leaders do: they use support systems to elevate important servicejobs and eliminate the worst ones. 7 Services Marketing: Foster Customer Ownership 164 What great service leaders know: satisfying customers is not enough. What great service leaders do: they take steps to develop a core of customers who are owners. 8 Leading for the Future of Services 191 What great service leaders know: their current beliefs about the future of services are wrong. What great service leaders do; they build agile service organizations that learn, innovate, and adapt. Epilogue: One Last Story 225 Appendix: Service Trends and Take-Aways 235 Notes 247 Acknowledgments 259 Index 261 About the Authors 273
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| any_adam_object | 1 |
| author | Heskett, James L. 1933- Sasser, W. E. Schlesinger, Leonard A. |
| author_GND | (DE-588)111830885 (DE-588)170935531 (DE-588)170406687 |
| author_facet | Heskett, James L. 1933- Sasser, W. E. Schlesinger, Leonard A. |
| author_role | aut aut aut |
| author_sort | Heskett, James L. 1933- |
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| ctrlnum | (OCoLC)931911630 (DE-599)GBV824036794 |
| dewey-full | 658.4092 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.4092 |
| dewey-search | 658.4092 |
| dewey-sort | 3658.4092 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | first edition |
| format | Book |
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| id | DE-604.BV043353838 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T07:23:47Z |
| institution | BVB |
| isbn | 9781626565845 |
| language | English |
| lccn | 2015016144 |
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| physical | viii, 275 Seiten Illustrationen, Diagramme |
| publishDate | 2015 |
| publishDateSearch | 2015 |
| publishDateSort | 2015 |
| publisher | Berrett-Koehler Publishers Inc. |
| record_format | marc |
| spelling | Heskett, James L. 1933- Verfasser (DE-588)111830885 aut What great service leaders know and do creating breakthroughs in service firms James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger first edition Oakland, Calif. Berrett-Koehler Publishers Inc. [2015] © 2015 viii, 275 Seiten Illustrationen, Diagramme txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 s DE-604 Sasser, W. E. Verfasser (DE-588)170935531 aut Schlesinger, Leonard A. Verfasser (DE-588)170406687 aut DE-601 pdf/application http://www.gbv.de/dms/zbw/824036794.pdf Inhaltsverzeichnis HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=028773270&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Heskett, James L. 1933- Sasser, W. E. Schlesinger, Leonard A. What great service leaders know and do creating breakthroughs in service firms Dienstleistungssektor (DE-588)4012183-5 gnd |
| subject_GND | (DE-588)4012183-5 |
| title | What great service leaders know and do creating breakthroughs in service firms |
| title_auth | What great service leaders know and do creating breakthroughs in service firms |
| title_exact_search | What great service leaders know and do creating breakthroughs in service firms |
| title_full | What great service leaders know and do creating breakthroughs in service firms James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger |
| title_fullStr | What great service leaders know and do creating breakthroughs in service firms James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger |
| title_full_unstemmed | What great service leaders know and do creating breakthroughs in service firms James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger |
| title_short | What great service leaders know and do |
| title_sort | what great service leaders know and do creating breakthroughs in service firms |
| title_sub | creating breakthroughs in service firms |
| topic | Dienstleistungssektor (DE-588)4012183-5 gnd |
| topic_facet | Dienstleistungssektor |
| url | http://www.gbv.de/dms/zbw/824036794.pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=028773270&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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