The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.
Key Features:
- Shares insight from CEO′s on how service leaders think, strategize, and apply tools of the trade to achieve their objectives
- Relates chapter content to real world challenges faced by corporations
- Includes a discussion on both quantitative and qualitative methods in a service context
- Conceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topic
- Provides an Instructor′s Manual on CD containing an outline of the text with teaching points, Power Point slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabi
Service Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.
Tabella dei contenuti
Foreword
Acknowledgments
Interview: The Power of Leadership
Chapter 1 Introduction
Part I Strategizing the Promise
Interview The Power of the Strategist
Chapter 2 Looking Back on Service
Chapter 3 Leading the Service Wave
Chapter 4 Formulating Strategic Promises
Part II Designing the Process
Interview The Power of the Transformer
Chapter 5 Developing the Service Strategy
Chapter 6 Designing the Service Process
Chapter 7 Strategizing for Service Recovery
Chapter 8 Designing Service Metrics
Part III Engaging the Providers
Interview The Power of the providers
Chapter 9 Activating customer orientation
Chapter 10 Managing service organizations
Chapter 11 Implementing HR Policies for Service Organizations
Chapter 12 Building and maintaining an effective service leadership culture
Index
About the Authors
Circa l’autore
Dr. Judith Strother is Chair of the Graduate Program in Communication at Florida Institute of Technology and teaches a wide variety of business communication courses there. She earned her Ph.D. at Eindhoven University of Technology (The Netherlands), regularly lectures in Europe, and has consulted with business interests in Europe and the United States. Dr. Strother is also Vice President of Vi LLA, an online language training corporation, whose primary markets are Asia, South America, and Europe. In that capacity, in addition to overseeing all the content development of the training programs, she has been responsible for developing marketing and customer service programs.
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