| Descript |
1 online resource (viii, 275 p.) : ill. |
| Edition |
1st ed. |
| Note |
Includes index. |
|
The vast majority of the world's workers provide services in the United States alone the service sector is now 80 percent of the economy and growing. Written by three top scholars of service-sector management, this book seeks to provide leaders with a road map for the design and delivery of winning services in the years to come. The authors begin by reviewing their own foundational work, testing the durability of concepts they've helped develop, such as customer and employee value equations and the service profit chain. Then they move on to look at 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" who will help you develop new services, refine existing ones, and recommend your company so enthusiastically they essentially become marketers. The book concludes with a look at the challenges and trends that will shape service leadership in the years to come. Using examples of dozens of companies in a wide variety of industries, the authors present a narrative of remarkable successes, unnecessary failures, and future promise. |
| ISBN |
9781626565852 (e-book) |
|
