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 ...
Read More
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.
Read Less
Add this copy of Service Management Effectiveness: Balancing Strategy, to cart. $20.82, good condition, Sold by Open Books Ltd rated 4.0 out of 5 stars, ships from Chicago, IL, UNITED STATES, published 1990 by Jossey-Bass.
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
Good. General wear Open Books is a nonprofit social venture that provides literacy experiences for thousands of readers each year through inspiring programs and creative capitalization of books.
Add this copy of Service Management Effectiveness: Balancing Strategy, to cart. $20.83, good condition, Sold by Poquette's Books rated 5.0 out of 5 stars, ships from Dewitt, MI, UNITED STATES, published 1990 by Jossey-Bass.
