Service Strategy.: Management Moves For Customer Results. 2nd Edition - Couverture rigide

Horovitz, Jacques

 
9780273675839: Service Strategy.: Management Moves For Customer Results. 2nd Edition
Couverture rigide
ISBN 10 : 0273675834 ISBN 13 : 9780273675839
Editeur : Pearson Education Limited, 2004

Synopsis

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.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l?auteur

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).

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Pearson Education Limited
Date d'édition
2004
Langue
anglais
ISBN 10 
0273675834
ISBN 13 
9780273675839
Reliure
Relié
Numéro d'édition
2
Nombre de pages
224
Coordonnées du fabricant
non disponible
Personne responsable
Riccardo Bacigalupo
riccardo.bacigalupo@sanoma.it

Sanoma Italia Via Arconati, 1 �
Milano
20135
Italie