Winning the Service Game

Overview

Companies that master the rules of the service game can outperform the competition. The key to winning is understanding that the customer experiences the way an organization is managed - from the treatment of the employees to the condition of the physical facilities. Winning the Service Game presents over fifty explicit rules for creating and managing a culture dedicated to delivering seamless service quality - service that, to the customer, feels like a piece of whole cloth with all the threads woven together. ...
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Overview

Companies that master the rules of the service game can outperform the competition. The key to winning is understanding that the customer experiences the way an organization is managed - from the treatment of the employees to the condition of the physical facilities. Winning the Service Game presents over fifty explicit rules for creating and managing a culture dedicated to delivering seamless service quality - service that, to the customer, feels like a piece of whole cloth with all the threads woven together. This groundbreaking book shows that in such an environment, employees flourish and customers experience the positive "moments of truth" that bind them to the organization.
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Editorial Reviews

Publishers Weekly - Cahners\\Publishers_Weekly
Looking for competitive advantages, service businesses seek to provide "seamless service" to consumers, a goal often undermined by employee indifference and independence, reliance on outmoded industrial management policies and mindless bureaucracies, according to the authors. How can firms create effective service cultures and customer partnerships? Drawing on numerous case studies (the Disney parks, the Florida Marlins) and 53 guidelines, Schneider, professor of psychology at the Univ. of Maryland, and Bowen, associate professor of management at Arizona State, argue that companies must refocus their procedures to meet today's customer expectations, develop innovative organizational structures and train and motivate employees to forge "an unbeatable combination across the organization's customer, boundary, and coordination tiers." A no-nonsense guide interspersed with tips for service firms. Illustrations.
Publishers Weekly - Publisher's Weekly
Looking for competitive advantages, service businesses seek to provide ``seamless service'' to consumers, a goal often undermined by employee indifference and independence, reliance on outmoded industrial management policies and mindless bureaucracies, according to the authors. How can firms create effective service cultures and customer partnerships? Drawing on numerous case studies (the Disney parks, the Florida Marlins) and 53 guidelines, Schneider, professor of psychology at the Univ. of Maryland, and Bowen, associate professor of management at Arizona State, argue that companies must refocus their procedures to meet today's customer expectations, develop innovative organizational structures and train and motivate employees to forge ``an unbeatable combination across the organization's customer, boundary, and coordination tiers.'' A no-nonsense guide interspersed with tips for service firms. Illustrations. (Mar.)
Library Journal
Schneider and Bowen, university professors of psychology and management, respectively, combine theories of human resources, marketing, and management in this practical, timely, how-to guide to competing successfully in service operations. They take a holistic approach to their discussion, presenting more than 50 "rules" of the service game that companies must address simultaneously in order to achieve success. These rules cover such areas as focusing on the needs of the customer; using state-of-the-art practices in hiring, training, and rewarding employees; and adopting a "service logic" throughout the organization. The rules that Schneider and Bowen have come up with are not new or innovative; the value of the book lies in their integration. The authors use many examples from real companies to illustrate these principles. Recommended for both lay readers and specialists.-Gary W. White, Pennsylvania State Univ., Harrisburg
Barbara Jacobs
Service has often taken a backseat to manufacturing in the corporate environment and in its publications, but in recent years that emphasis has shifted--mainly because service will drive American business in the millennium. Up until now, books focusing on service have been tactical, suggesting a variety of different maneuvers and vehicles to distinguish a company, from employee training to creative promotions. Today, the combined wisdom of professors Schneider and Bowen leads to a wholly integrated service company, one that, by following the rules in their three tiers (customer, boundary, and coordinating), will realize world-class results. Although far too many rules and lists are created, somewhat obfuscating the main point, adherence to five generic commandments--e.g., treat customers as part of the company--will most probably yield a system similar to that outlined in more than 200 pages. But, of all the regulations, the best for readers to remember is that service companies must view employees as customers, too.
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Product Details

  • ISBN-13: 9780875845708
  • Publisher: Harvard Business Review Press
  • Publication date: 3/28/1995
  • Edition number: 1
  • Pages: 320
  • Product dimensions: 6.39 (w) x 9.54 (h) x 1.23 (d)

Table of Contents

Preface
Ch. 1 Building a Winning Service Organization by Mastering the Rules of the Game 1
The Customer Tier: Achieving Customer Focus 17
Ch. 2 Meeting Customer Expectations 19
Ch. 3 Respecting Customer Needs 54
Ch. 4 Utilizing Customer Talents 84
The Boundary Tier: Managing Personal and Nonpersonal Customer Contact 107
Ch. 5 Managing Personal Contact through Hiring and Training 109
Ch. 6 Managing Personal Contact through Reward Systems 145
Ch. 7 Managing Nonpersonal Contact with a Personal Touch 174
The Coordination Tier: Creating a Service Culture 197
Ch. 8 Designing a Customer-Focused Service System 199
Ch. 9 Creating a Service Culture 236
Notes 261
Index 285
About the Authors 295
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