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Service Leadership: The Quest for Competitive Advantage - Softcover

Gronfeldt, Svafa; Strother, Judith

 
9781412913751: Service Leadership: The Quest for Competitive Advantage
Softcover
ISBN 10: 1412913756 ISBN 13: 9781412913751
Verlag: SAGE Publications, Inc, 2005

Inhaltsangabe

The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.

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Über die Autorin bzw. den Autor

Svafa Grönfeldt is Deputy to the CEO of Actavis Group, one of the world's largest and fastest growing generic pharmaceutical companies. Her major role is to streamline strategy and structural design with the purpose of facilitating growth and adaptability of the company and its subsidiaries through out the world. She received her Ph.D. in Industrial Relations from the London School of Economics and Political Science, where her major focus was on service orientation and management. For the past 9 years, she has also been a member of the faculty of economics and business administration at the University of Iceland.
Currently her work takes her throughout the world and is mainly focused on aligning strategy, structure, and the talent of Actavis key personnel in five continents and 32 countries. Dr. Grönfeldt joined Actavis in 2004 as Chief Executive of Strategy and Organizational Development. Prior of joining Actavis she was the County-Managing Partner for Deloitte Consulting in Iceland and was a member of Deloitte's EMEA leadership team; before that, she was a partner in and Director of Research and Development for IMG Gallup. Her consulting and academic career has mainly been focused on leadership coaching and service strategic formulation, and her research projects include numerous occupational and benchmarking studies for companies in the private and public sectors, including numerous longitudinal and cross-cultural studies.

Von der hinteren Coverseite

The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies-not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.

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Verlag
SAGE Publications, Inc
Erscheinungsdatum
2005
Sprache
Englisch
ISBN 10 
1412913756
ISBN 13 
9781412913751
Einband
Taschenbuch
Auflage
1
Anzahl der Seiten
319
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
gpsr@libri.de
gpsr@libri.de

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