Service Strategy: Management Moves For Customer Results (Financial Times Series) - Hardcover

Horovitz, Jacques

 
9780273675839: Service Strategy: Management Moves For Customer Results (Financial Times Series)
Hardcover
ISBN 10: 0273675834 ISBN 13: 9780273675839
Verlag: Pearson Education Limited, 2004

Inhaltsangabe

Looking at issues like segmentation, measurement, loyalty and people this book provides a systematic approach to service strategy, distilled from over twelve years work with over 100 companies. The second edition is thoroughly revised, adding even more practical advice, checklists and case studies as well as an entirely new chapter "Managing company processes around the customers: the hard side for getting things done" on the nitty gritty of implementation. Each chapter introduces a step-by-step approach which the reader can easily use in their business. Drawing on personal experience of working with many companies in a number of sectors, Horovitz has outlined the "dos" and "don'ts" - mistakes made over and over again by many companies. Each chapter concludes with the questions one should ask for self-diagnosis and to help the reader get started on the path of improving their company's service levels.

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Über die Autorin bzw. den Autor

Dr Jacques Horovitz is Professor of Service Strategy Marketing and Management at IMD (the International Institute for Management Development) in Lausanne, Switzerland. He has worked in service marketing within several businesses including ClubMed and EuroDisney. He created a pan-European consulting company through which he advised CEOs of over 100 companies and has been Managing Director of a retail group with 800 stores in 15 countries. Dr Horovitz has extensively researched service, relationship marketing and customer bonding. He is the author of "Quality Service" (1987) a bestseller translated into ten languages, "Fifty Rules of Zero Defect Service" (1989), and "Total Customer Satisfaction" (1992).

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Verlag
Pearson Education Limited
Erscheinungsdatum
2004
Sprache
Englisch
ISBN 10 
0273675834
ISBN 13 
9780273675839
Einband
Gebundene Ausgabe
Auflage
2
Anzahl der Seiten
205
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
Riccardo Bacigalupo
riccardo.bacigalupo@sanoma.it

Sanoma Italia Via Arconati, 1 �
Milano
20135
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