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 i...
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| Hauptverfasser: | , , |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Oakland, CA :
Berrett-Koehler Publishers, Inc.,
[2015]
|
| Ausgabe: | First edition. |
| Schriftenreihe: | BK business book.
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Zusammenfassung: | 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. -- |
| Beschreibung: | 1 online resource (viii, 275 pages) : illustrations |
| Bibliographie: | Includes bibliographical references and index. |
| ISBN: | 9781626565852 1626565856 9781626565869 1626565864 |
Internformat
MARC
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| 049 | |a MAIN | ||
| 100 | 1 | |a Heskett, James L., |e author. | |
| 245 | 1 | 0 | |a What great service leaders know and do : |b creating breakthroughs in service firms / |c James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger. |
| 250 | |a First edition. | ||
| 264 | 1 | |a Oakland, CA : |b Berrett-Koehler Publishers, Inc., |c [2015] | |
| 264 | 4 | |c ©2015 | |
| 300 | |a 1 online resource (viii, 275 pages) : |b illustrations | ||
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| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 490 | 1 | |a A BK business book | |
| 588 | |a Print version record. | ||
| 520 | |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. -- |c Edited summary from book | ||
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a 1. Leading a breakthrough service is different -- 2. Shaping service strategies that deliver results -- 3. Designing operating strategies that support the service vision -- 4. Creating and capitalizing on internal quality -- "a great place to work" -- 5. The nuts and bolts of breakthrough service operations -- 6. Develop winning support systems -- 7. Services marketing : foster customer ownership -- 8. Leading for the future of services. | |
| 650 | 0 | |a Customer services. |0 http://id.loc.gov/authorities/subjects/sh85034965 | |
| 650 | 0 | |a Service industries |x Management. |0 http://id.loc.gov/authorities/subjects/sh85120350 | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 6 | |a Services (Industrie) |x Gestion. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 7 | |a Service industries |x Management |2 fast | |
| 650 | 7 | |a Kundservice. |2 sao | |
| 655 | 4 | |a Electronic book. | |
| 700 | 1 | |a Sasser, W. Earl, |e author. | |
| 700 | 1 | |a Schlesinger, Leonard A., |e author. | |
| 758 | |i has work: |a What great service leaders know and do (Text) |1 https://id.oclc.org/worldcat/entity/E39PCFBxbYD6g8fyhPFyrDjf4q |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |a Heskett, James L. |t What great service leaders know and do. |d Oakland, CA : Berrett-Koehler Publishers, Inc., [2015] |z 9781626565845 |w (DLC) 2015016144 |
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Datensatz im Suchindex
| DE-BY-FWS_katkey | ZDB-4-EBU-ocn929986026 |
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| _version_ | 1816796920712003584 |
| adam_text | |
| any_adam_object | |
| author | Heskett, James L. Sasser, W. Earl Schlesinger, Leonard A. |
| author_facet | Heskett, James L. Sasser, W. Earl Schlesinger, Leonard A. |
| author_role | aut aut aut |
| author_sort | Heskett, James L. |
| author_variant | j l h jl jlh w e s we wes l a s la las |
| building | Verbundindex |
| bvnumber | localFWS |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 .H474 2015eb |
| callnumber-search | HF5415.5 .H474 2015eb |
| callnumber-sort | HF 45415.5 H474 42015EB |
| callnumber-subject | HF - Commerce |
| collection | ZDB-4-EBU |
| contents | 1. Leading a breakthrough service is different -- 2. Shaping service strategies that deliver results -- 3. Designing operating strategies that support the service vision -- 4. Creating and capitalizing on internal quality -- "a great place to work" -- 5. The nuts and bolts of breakthrough service operations -- 6. Develop winning support systems -- 7. Services marketing : foster customer ownership -- 8. Leading for the future of services. |
| ctrlnum | (OCoLC)929986026 |
| 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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| genre | Electronic book. |
| genre_facet | Electronic book. |
| id | ZDB-4-EBU-ocn929986026 |
| illustrated | Illustrated |
| indexdate | 2024-11-26T14:49:21Z |
| institution | BVB |
| isbn | 9781626565852 1626565856 9781626565869 1626565864 |
| language | English |
| oclc_num | 929986026 |
| open_access_boolean | |
| owner | MAIN DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-863 DE-BY-FWS |
| physical | 1 online resource (viii, 275 pages) : illustrations |
| psigel | ZDB-4-EBU |
| publishDate | 2015 |
| publishDateSearch | 2015 |
| publishDateSort | 2015 |
| publisher | Berrett-Koehler Publishers, Inc., |
| record_format | marc |
| series | BK business book. |
| series2 | A BK business book |
| spelling | Heskett, James L., author. 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 text txt rdacontent computer c rdamedia online resource cr rdacarrier A 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. -- Edited summary from book Includes bibliographical references and index. 1. Leading a breakthrough service is different -- 2. Shaping service strategies that deliver results -- 3. Designing operating strategies that support the service vision -- 4. Creating and capitalizing on internal quality -- "a great place to work" -- 5. The nuts and bolts of breakthrough service operations -- 6. Develop winning support systems -- 7. Services marketing : foster customer ownership -- 8. Leading for the future of services. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Service industries Management. http://id.loc.gov/authorities/subjects/sh85120350 Service à la clientèle. Services (Industrie) Gestion. 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 Kundservice. sao Electronic book. Sasser, W. Earl, author. Schlesinger, Leonard A., author. has work: What great service leaders know and do (Text) https://id.oclc.org/worldcat/entity/E39PCFBxbYD6g8fyhPFyrDjf4q https://id.oclc.org/worldcat/ontology/hasWork Print version: Heskett, James L. What great service leaders know and do. Oakland, CA : Berrett-Koehler Publishers, Inc., [2015] 9781626565845 (DLC) 2015016144 BK business book. http://id.loc.gov/authorities/names/no2008121322 FWS01 ZDB-4-EBU FWS_PDA_EBU https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=995408 Volltext |
| spellingShingle | Heskett, James L. Sasser, W. Earl Schlesinger, Leonard A. What great service leaders know and do : creating breakthroughs in service firms / BK business book. 1. Leading a breakthrough service is different -- 2. Shaping service strategies that deliver results -- 3. Designing operating strategies that support the service vision -- 4. Creating and capitalizing on internal quality -- "a great place to work" -- 5. The nuts and bolts of breakthrough service operations -- 6. Develop winning support systems -- 7. Services marketing : foster customer ownership -- 8. Leading for the future of services. Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Service industries Management. http://id.loc.gov/authorities/subjects/sh85120350 Service à la clientèle. Services (Industrie) Gestion. 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 Kundservice. sao |
| subject_GND | http://id.loc.gov/authorities/subjects/sh85034965 http://id.loc.gov/authorities/subjects/sh85120350 |
| 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 | Customer services. http://id.loc.gov/authorities/subjects/sh85034965 Service industries Management. http://id.loc.gov/authorities/subjects/sh85120350 Service à la clientèle. Services (Industrie) Gestion. 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 Kundservice. sao |
| topic_facet | Customer services. Service industries Management. Service à la clientèle. Services (Industrie) Gestion. BUSINESS & ECONOMICS Industrial Management. BUSINESS & ECONOMICS Management. BUSINESS & ECONOMICS Management Science. BUSINESS & ECONOMICS Organizational Behavior. Customer services Service industries Management Kundservice. Electronic book. |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=995408 |
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