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Winning at Service : Lessons from Service Leaders, Waldemar Schmidt


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Цена: 4619р.
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Автор: Waldemar Schmidt
Название:  Winning at Service : Lessons from Service Leaders
Перевод названия: Победа на службе
ISBN: 9780470848234
Издательство: Wiley
Классификация:
ISBN-10: 0470848235
Обложка/Формат: Hardback
Страницы: 200
Вес: 0.428 кг.
Дата издания: 14.01.2003
Язык: English
Иллюстрации: Illustrations
Размер: 234 x 155 x 19
Читательская аудитория: Professional & vocational
Подзаголовок: Lessons from service leaders
Ссылка на Издательство: Link
Рейтинг:
Поставляется из: Англии
Дополнительное описание: Кол-во стр.: 192
Формат: 234 x 159
Дата издания: 2003
Илюстрации: Illustrations
Вес: 434
Круг читателей: research, professional





Give Them What They Want: How the Best Service Leaders Design, Measure, and Deliver Great Customer Experiences

Автор: Price Bill, Jaffe David
Название: Give Them What They Want: How the Best Service Leaders Design, Measure, and Deliver Great Customer Experiences
ISBN: 1118954777 ISBN-13(EAN): 9781118954775
Издательство: Wiley
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Цена: 2540 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: Advance Praise for YOUR CUSTOMER RULES! "In Your Customer Rules!, Price and Jaffe have captured some really important insights into how companies can build lasting customer relationships, including focusing on making products that are engaging, easy to us

Marketing Technology as a Service: Proven Techniques that Create Value

Автор: Laurie Young and Bev Burgess
Название: Marketing Technology as a Service: Proven Techniques that Create Value
ISBN: 0470748400 ISBN-13(EAN): 9780470748404
Издательство: Wiley
Рейтинг:
Цена: 4272 р.
Наличие на складе: Поставка под заказ.

Описание: With the advent of `cloud computing` and radical changes in the engineering of some utilities, the marketing of services that are based on a technical infrastructure is about to become as important and sophisticated as in, say, consumer products. This book explores their story and experience.

Award-winning customer service

Название: Award-winning customer service
ISBN: 0814474543 ISBN-13(EAN): 9780814474549
Издательство: McGraw-Hill
Рейтинг:
Цена: 1500 р.
Наличие на складе: Поставка под заказ.

Описание: Shows how to stand out from the crowd and deliver excellent service to customers. This book offers tips and strategies for improving and then maintaining any company`s level of customer service. It is a reference for anyone seeking to make customers feel truly valued.

Remarkable Service: A Guide to Winning and Keeping Customers for Servers, Managers, and Restaurant Owners, Second Edition

Автор: Cia
Название: Remarkable Service: A Guide to Winning and Keeping Customers for Servers, Managers, and Restaurant Owners, Second Edition
ISBN: 0470197404 ISBN-13(EAN): 9780470197400
Издательство: Wiley
Рейтинг:
Цена: 8081 р.
Наличие на складе: Поставка под заказ.

Описание: Addresses the service needs of a wide range of dining establishments, from casual and outdoor dining to upscale restaurants and catering operations. This book covers: training and hiring staff, preparation for service, front-door hospitality to money handling, styles of modern table service, and serving diners with special needs.

Remarkable Service: A Guide to Winning and Keeping Customers for Servers, Managers, and Restaurant Owners

Автор: The Culinary Institute of America
Название: Remarkable Service: A Guide to Winning and Keeping Customers for Servers, Managers, and Restaurant Owners
ISBN: 1118116879 ISBN-13(EAN): 9781118116876
Издательство: Wiley
Рейтинг:
Цена: 3690 р.
Наличие на складе: Поставка под заказ.

Описание: Transforming service into extraordinary guest experiences with repeat business the reward For the past decade, Remarkable Service has been the most comprehensive guide to standard-setting restaurant service techniques and principles.

What Great Service Leaders Know And Do

Автор: Heskett, Sasser Jr. & Schlesinge
Название: What Great Service Leaders Know And Do
ISBN: 1626565848 ISBN-13(EAN): 9781626565845
Издательство: Random House (USA)
Рейтинг:
Цена: 2390 р.
Наличие на складе: Поставка под заказ.

Описание: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come.

The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use--and misuse--of technology in delivering top-level service; and practices that can transform loyal customers into "owners."

Looking ahead, the authors describe the world of great service leaders in which "both/and" thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the "service trifecta"--wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, "sense and respond," operate with fluid boundaries, and seek and achieve repeated strategic success.

Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Chateauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.

Winning In Service Markets: Success Through People, Technology And Strategy

Автор: Wirtz Jochen
Название: Winning In Service Markets: Success Through People, Technology And Strategy
ISBN: 1944659056 ISBN-13(EAN): 9781944659059
Издательство: World Scientific Publishing
Рейтинг:
Цена: 4717 р.
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Описание: Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.

Fool-Proof Marketing: 15 Winning Methods for Selling Any Product or Service in Any Economy

Автор: Robert W. Bly
Название: Fool-Proof Marketing: 15 Winning Methods for Selling Any Product or Service in Any Economy
ISBN: 0471236098 ISBN-13(EAN): 9780471236092
Издательство: Wiley
Рейтинг:
Цена: 1269 р.
Наличие на складе: Поставка под заказ.

Описание: This is a hands-on guide that offers 15 methods for maximizing business performance in any economy, showing how to save money and keep your business afloat. Bob Bly's methods include: reactivating dormant accounts, mining old leads, getting new orders from existing customers and building lasting relationships with them, creating superior customer service procedures in order to hold onto bread-and-butter accounts, and more.

Service-Dominant Logic

Автор: Lusch
Название: Service-Dominant Logic
ISBN: 0521124328 ISBN-13(EAN): 9780521124324
Издательство: Cambridge Academ
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Цена: 2760 р.
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Описание: In 2004, Robert F. Lusch and Stephen L. Vargo published their groundbreaking article on the evolution of marketing theory and practice toward 'service-dominant (S-D) logic', describing the shift from a product-centred view of markets to a service-led model. Now, in this keenly anticipated book, the authors present a thorough primer on the principles and applications of S-D logic. They describe a clear alternative to the dominant worldview of the heavily planned, production-oriented, profit-maximizing firm, presenting a coherent, organizing framework based on ten foundational premises. The foundational premises of S-D logic have much wider implications beyond marketing for the future of the firm, transcending different industries and contexts, and will provide readers with a deeper sense of why the exchange of service is the fundamental basis of all social and economic exchange. This accessible book will appeal to students, as well as to researchers and practitioners.

Lean Hospitals: Improving Quality, Patient Safety, and Employee Engagement, Third Edition

Автор: Graban Mark
Название: Lean Hospitals: Improving Quality, Patient Safety, and Employee Engagement, Third Edition
ISBN: 1498743250 ISBN-13(EAN): 9781498743259
Издательство: Taylor&Francis
Рейтинг:
Цена: 4965 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: Organizations around the world are using Lean to redesign care and improve processes in a way that achieves and sustains meaningful results for patients, staff, physicians, and health systems. Lean Hospitals, Third Edition explains how to use the Lean methodology and mindsets to improve safety, quality, access, and morale while reducing costs, increasing capacity, and strengthening the long-term bottom line.This updated edition of a Shingo Research Award recipient begins with an overview of Lean methods. It explains how Lean practices can help reduce various frustrations for caregivers, prevent delays and harm for patients, and improve the long-term health of your organization.The second edition of this book presented new material on identifying waste, A3 problem solving, engaging employees in continuous improvement, and strategy deployment. This third edition adds new sections on structured Lean problem solving methods (including Toyota Kata), Lean Design, and other topics. Additional examples, case studies, and explanations are also included throughout the book.Mark Graban is also the co-author, with Joe Swartz, of the book Healthcare Kaizen: Engaging Frontline Staff in Sustainable Continuous Improvements, which is also a Shingo Research Award recipient. Mark and Joe also wrote The Executive’s Guide to Healthcare Kaizen.

Monitoring, Measuring, and Managing Customer Service

Автор: Gary S. Goodman PhD
Название: Monitoring, Measuring, and Managing Customer Service
ISBN: 0787951390 ISBN-13(EAN): 9780787951399
Издательство: Wiley
Рейтинг:
Цена: 4388 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: Improving customer service isn't a matter of finding better customer service reps. As Dr. Gary Goodman states, "We can all provide superior service, time and time again, providing we have fully defined what it is, and we have trained our people to deliver it. " In this book Goodman identifies the core behaviors that make up excellent customer serviceas defined by the customerand provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction. Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone. Goodman identifies the twenty-four communication factors that promote customer service and presents TEAMeasures (Telephone Effectiveness Assessment Measures) to help managers measure telephone effectiveness, call quality, and customer satisfaction. He also introduces SEAMeasures (Supervisor Effectiveness Assessment Measures) to help companies evaluate the effectiveness of their team leaders, supervisors, and customer service managers. Goodman examines a wealth of real-life episodes of first-class service to illustrate what happened and show how each event can be repeated. He identifies the specific benefits that good service personnel provide and how those benefits translate into lasting customer loyalty. And he gives managers explicit criteria for measuring success and for recruiting, motivating, and retaining quality customer service personnel. With a focus on the management and organizational issues that make good customer service possible, Monitoring, Measuring, and Managing Customer Service helps companies with a corporate commitment to excellent customer service develop first-class customer service departments.

Service Management : Strategy and Leadership in Service Business, 3rd Edition

Автор: Richard Normann
Название: Service Management : Strategy and Leadership in Service Business, 3rd Edition
ISBN: 0471494399 ISBN-13(EAN): 9780471494393
Издательство: Wiley
Рейтинг:
Цена: 4388 р.
Наличие на складе: Есть у поставщика Поставка под заказ.

Описание: In the world of industry and management producing 'intangible products' poses unique challenges. This book provides a comprehensive framework on these unique management issues and looks into the special characteristics of services and conditions necessary for success in the management of service organizations This classic book, as relevant as ever and updated, provides a set of ideas which has proved its power and validity beyond the fads of the moment, over an extended period of time. A book that is at the same time very holistic and conceptual, and yet both easy to grasp and to translate into practical actio It also evokes an alternative perspective on services, namely that of refocusing attention from the production and the product to the value creation process of customers. With these perspectivess every company todays needs to see itself as a service company. The book stresses the need for a streamlined service management system and analyses and illustrates growth strategies and the nature of innovation -but above all it emphasizes the special role played by good leadership. In particular, this edition looks at the role of technology in services as well as - more generally -the role of services in society. Of great value to managers and academics involved in the service industry this practical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.


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