Winning the Service Game / Edition 1

Winning the Service Game / Edition 1

ISBN-10:
0875845703
ISBN-13:
9780875845708
Pub. Date:
03/28/1995
Publisher:
Harvard Business Review Press

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Overview

Winning the Service Game / Edition 1

Winning the Service Game details an explicit set of rules by which organizations can meet customer expectations and needs as well as capitalize on customer competencies as a source of competitive advantage. Drawing on an extensive body of research, the authors reveal the important relationships across three tiers in any service organization--customers, front-line workers, and management--and demonstrate how management can ensure that all three tiers work in harmony to produce an environment where employees flourish and customers experience superior service. "A no-nonsense guide interspersed with tips for service firms."--Publishers Weekly "One of the most comprehensive books on service marketing that we have seen in a long time."--Business Marketing

Product Details

ISBN-13: 9780875845708
Publisher: Harvard Business Review Press
Publication date: 03/28/1995
Pages: 320
Product dimensions: 6.39(w) x 9.54(h) x 1.23(d)

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