Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations and Marketing - Couverture rigide

Bowen, David E.; Chase, Richard B.; Cummings, Thomas G.

 
9781555422226: Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations and Marketing
Couverture rigide
ISBN 10 : 1555422225 ISBN 13 : 9781555422226
Editeur : Jossey-Bass Inc.,U.S., 1990

Synopsis

Provides a comprehensive model for managing the service business, from strategy development through productivity measurement. Shows managers how to respond to the unique demands the service orientation places on each of the four main management functions: strategy, organization and human resources planning, operations management, and marketing. Defines the role of each functional area in contributing to service quality and making sure service quality is apparent to customers. Shows how to achieve the level of coordination between functions that is necessary in an organization where employees from many departments have direct contact with customers. Case examples include IBM, Federal Express, Humana, McDonalds, and American Airlines.

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

Éditeur
Jossey-Bass Inc.,U.S.
Date d'édition
1990
Langue
anglais
ISBN 10 
1555422225
ISBN 13 
9781555422226
Reliure
Relié
Numéro d'édition
1
Nombre de pages
465
Coordonnées du fabricant
non disponible
Personne responsable
non disponible

Autres éditions populaires du même titre

9780608217536: Service Management Effectiveness: Balancing Strategy, Organization and Human Resources, Operations and Marketing

Edition présentée

ISBN 10 :  0608217530 ISBN 13 :  9780608217536
Editeur : Proquest/Csa Journal Div, 1990
Couverture souple