What great service leaders know and do: creating breakthroughs in service firms
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Oakland, CA
Berrett-Koehler Publishers, Inc.
[2015]
|
| Edition: | First edition |
| Series: | BK business book
|
| Subjects: | |
| Online Access: | FLA01 |
| Item Description: | Print version record |
| Physical Description: | 1 online resource (viii, 275 pages) illustrations |
| ISBN: | 9781626565852 1626565856 9781626565869 1626565864 |
Staff View
MARC
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| 505 | 8 | |a In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top-level service; and practices that can transform loyal customers into "owners." They describe the world of great service leaders in which "both/and" thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the "service trifecta"--Wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, "sense and respond," operate with fluid boundaries, and seek and achieve repeated strategic success. -- | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Industrial Management |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Management |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Management Science |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Organizational Behavior |2 bisacsh | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 7 | |a Service industries / Management |2 fast | |
| 650 | 7 | |a Commerce |2 hilcc | |
| 650 | 7 | |a Business & Economics |2 hilcc | |
| 650 | 7 | |a Marketing & Sales |2 hilcc | |
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Record in the Search Index
| _version_ | 1804179190831906816 |
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| any_adam_object | |
| author | Heskett, James L. |
| author_facet | Heskett, James L. |
| author_role | aut |
| author_sort | Heskett, James L. |
| author_variant | j l h jl jlh |
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| collection | ZDB-4-EBU |
| contents | In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top-level service; and practices that can transform loyal customers into "owners." They describe the world of great service leaders in which "both/and" thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the "service trifecta"--Wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, "sense and respond," operate with fluid boundaries, and seek and achieve repeated strategic success. -- |
| ctrlnum | (ZDB-4-EBU)ocn929986026 (OCoLC)929986026 (DE-599)BVBBV045359087 |
| dewey-full | 658.4/092 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.4/092 |
| dewey-search | 658.4/092 |
| dewey-sort | 3658.4 292 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | First edition |
| format | Electronic eBook |
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| id | DE-604.BV045359087 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T08:15:56Z |
| institution | BVB |
| isbn | 9781626565852 1626565856 9781626565869 1626565864 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-030745679 |
| oclc_num | 929986026 |
| open_access_boolean | |
| physical | 1 online resource (viii, 275 pages) illustrations |
| psigel | ZDB-4-EBU ZDB-4-EBU FLA_PDA_EBU |
| publishDate | 2015 |
| publishDateSearch | 2015 |
| publishDateSort | 2015 |
| publisher | Berrett-Koehler Publishers, Inc. |
| record_format | marc |
| series2 | BK business book |
| spelling | Heskett, James L. Verfasser 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, CA Berrett-Koehler Publishers, Inc. [2015] 2015 1 online resource (viii, 275 pages) illustrations txt rdacontent c rdamedia cr rdacarrier BK business book Print version record In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top-level service; and practices that can transform loyal customers into "owners." They describe the world of great service leaders in which "both/and" thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the "service trifecta"--Wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, "sense and respond," operate with fluid boundaries, and seek and achieve repeated strategic success. -- BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Customer services fast Service industries / Management fast Commerce hilcc Business & Economics hilcc Marketing & Sales hilcc Customer services Service industries Management Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 s 1\p DE-604 Sasser, W. Earl Sonstige oth Schlesinger, Leonard A. Sonstige oth Erscheint auch als Druck-Ausgabe Heskett, James L. What great service leaders know and do Oakland, CA : Berrett-Koehler Publishers, Inc., [2015] 9781626565845 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Heskett, James L. What great service leaders know and do creating breakthroughs in service firms In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top-level service; and practices that can transform loyal customers into "owners." They describe the world of great service leaders in which "both/and" thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the "service trifecta"--Wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, "sense and respond," operate with fluid boundaries, and seek and achieve repeated strategic success. -- BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Customer services fast Service industries / Management fast Commerce hilcc Business & Economics hilcc Marketing & Sales hilcc Customer services Service industries Management 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 | BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Customer services fast Service industries / Management fast Commerce hilcc Business & Economics hilcc Marketing & Sales hilcc Customer services Service industries Management Dienstleistungssektor (DE-588)4012183-5 gnd |
| topic_facet | BUSINESS & ECONOMICS / Industrial Management BUSINESS & ECONOMICS / Management BUSINESS & ECONOMICS / Management Science BUSINESS & ECONOMICS / Organizational Behavior Customer services Service industries / Management Commerce Business & Economics Marketing & Sales Customer services Service industries Management Dienstleistungssektor |
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