Service strategy : Management moves for customer results / HOROVITZ, Jacques

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Service strategy : Management moves for customer results / HOROVITZ, Jacques

Book

HOROVITZ, Jacques

Published by Financial Times Prentice Hall - 2004 , 2nd ed.

Library: Paris Champerret

Source : Syracuse

Item type: Book
Language: English

Publication year: 2004
Edition no.: 2nd ed.

ISBN: 0-273-67583-4

Note

Figures, tables

This guide presents the way to develop a sustainable competitive advantage : the "service stategy". It is organised into seven chapters : Getting to know your customers, customer insight ; Creating customer value, the service concept ; Delivering on customer value ; Managing customer complaints for profit ; Loyalty building ; Company structure and processes ; Company culture and customer relationships.

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