Service leadership : the quest for competitive advantage

Service leadership : the quest for competitive advantage / Svafa Grönfeldt, Judith Strother.

Providing a solid focus on strategy throughout, this work introduces and operationalizes a new concept - service leadership. The authors provide discussions of methods associated with the identification and tracking of customer needs in a strategic and design process context.

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Bibliographic Details
Main Author: Grönfeldt, Svafa
Other Authors: Strother, Judith B.
Format: eBook
Language:English
Published: Thousand Oaks : SAGE Publications, ©2006.
Subjects:
Customer services > Management.
Customer relations.
BUSINESS & ECONOMICS > Customer Relations.
Customer relations
Customer services > Management
Administração de serviços.
Prestação de serviços.
Online Access:Click for online access
Table of Contents:
  • Leadership insights : the power of leadership / Olaf Olafsson
  • Leadership insights : the power of the strategist / Robert Wessman
  • Practical insights : the U.S. Army on leadership
  • Practical insights : Cambridge Leadership Associates on the dangers of leadership
  • Practical insights : the Masie Center on leadership in the age of technology
  • Leadership insights : the power of the transformer / George Mikitarian
  • Practical insights : Victoria's Secret on customer intelligence
  • Practical insights : redefining leadership from a corporate perspective / David Adams
  • Practical insights : pizza in the sky : lessons learned from service failures / Wolf J. Rinke
  • Practical insights : SAS Institute on data mining
  • Leadership insights : the power of the providers : General Electric Company on preventing service failures in business-to-business customer service / David Kirchner
  • Practical insights : the human faces of customer orientation / Jon Didrik Jonsson
  • Practical insights : Gallup on employee engagement and customer loyalty
  • Practical insights : The Gallup organization on talent development
  • Practical insights : on rewarding performance / Gunnar Haugen.

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