What great service leaders know and do creating breakthroughs in service firms
In this book 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 i...
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| Format: | Elektronisch E-Book |
| Sprache: | English |
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Oakland, CA
Berrett-Koehler Publishers, Inc.
[2015]
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| Ausgabe: | First edition. |
| Schriftenreihe: | A BK business book
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| Online-Zugang: | lizenzpflichtig |
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| 250 | |a First edition. | ||
| 264 | 1 | |a Oakland, CA |b Berrett-Koehler Publishers, Inc. |c [2015] | |
| 264 | 4 | |c ©2015 | |
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| 650 | 0 | |a Customer services | |
| 650 | 0 | |a Service industries |x Management | |
| 650 | 4 | |a Service à la clientèle | |
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| 650 | 4 | |a BUSINESS & ECONOMICS ; Management | |
| 650 | 4 | |a BUSINESS & ECONOMICS ; Management Science | |
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| 650 | 4 | |a Service industries ; Management | |
| 650 | 4 | |a Kundservice | |
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| 700 | 1 | |a Schlesinger, Leonard A. |e VerfasserIn |4 aut | |
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| id | ZDB-30-ORH-047661119 |
| illustrated | Illustrated |
| indexdate | 2024-12-18T08:47:40Z |
| institution | BVB |
| isbn | 9781626565852 1626565856 9781626565869 1626565864 |
| language | English |
| open_access_boolean | |
| owner | DE-91 DE-BY-TUM |
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| physical | 1 online resource (viii, 275 pages) illustrations |
| psigel | ZDB-30-ORH |
| publishDate | 2015 |
| publishDateSearch | 2015 |
| publishDateSort | 2015 |
| publisher | Berrett-Koehler Publishers, Inc. |
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| spelling | Heskett, James L. VerfasserIn aut What great service leaders know and do creating breakthroughs in service firms James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger First edition. Oakland, CA Berrett-Koehler Publishers, Inc. [2015] ©2015 1 online resource (viii, 275 pages) illustrations Text txt rdacontent Computermedien c rdamedia Online-Ressource cr rdacarrier A BK business book Includes bibliographical references and index. - Print version record In this book 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." They 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. -- Customer services Service industries Management Service à la clientèle Services (Industrie) ; Gestion BUSINESS & ECONOMICS ; Industrial Management BUSINESS & ECONOMICS ; Management BUSINESS & ECONOMICS ; Management Science BUSINESS & ECONOMICS ; Organizational Behavior Service industries ; Management Kundservice Sasser, W. Earl VerfasserIn aut Schlesinger, Leonard A. VerfasserIn aut 9781626565845 Erscheint auch als Druck-Ausgabe 9781626565845 TUM01 ZDB-30-ORH TUM_PDA_ORH https://learning.oreilly.com/library/view/-/9781626565869/?ar X:ORHE Aggregator lizenzpflichtig Volltext |
| spellingShingle | Heskett, James L. Sasser, W. Earl Schlesinger, Leonard A. What great service leaders know and do creating breakthroughs in service firms Customer services Service industries Management Service à la clientèle Services (Industrie) ; Gestion BUSINESS & ECONOMICS ; Industrial Management BUSINESS & ECONOMICS ; Management BUSINESS & ECONOMICS ; Management Science BUSINESS & ECONOMICS ; Organizational Behavior Service industries ; Management Kundservice |
| title | What great service leaders know and do creating breakthroughs in service firms |
| title_auth | What great service leaders know and do creating breakthroughs in service firms |
| title_exact_search | What great service leaders know and do creating breakthroughs in service firms |
| title_full | What great service leaders know and do creating breakthroughs in service firms James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger |
| title_fullStr | What great service leaders know and do creating breakthroughs in service firms James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger |
| title_full_unstemmed | What great service leaders know and do creating breakthroughs in service firms James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger |
| title_short | What great service leaders know and do |
| title_sort | what great service leaders know and do creating breakthroughs in service firms |
| title_sub | creating breakthroughs in service firms |
| topic | Customer services Service industries Management Service à la clientèle Services (Industrie) ; Gestion BUSINESS & ECONOMICS ; Industrial Management BUSINESS & ECONOMICS ; Management BUSINESS & ECONOMICS ; Management Science BUSINESS & ECONOMICS ; Organizational Behavior Service industries ; Management Kundservice |
| topic_facet | Customer services Service industries Management Service à la clientèle Services (Industrie) ; Gestion BUSINESS & ECONOMICS ; Industrial Management BUSINESS & ECONOMICS ; Management BUSINESS & ECONOMICS ; Management Science BUSINESS & ECONOMICS ; Organizational Behavior Service industries ; Management Kundservice |
| url | https://learning.oreilly.com/library/view/-/9781626565869/?ar |
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