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Library | Item Barcode | Call Number | Material Type | Item Category 1 | Status |
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Searching... | 30000004721449 | HF5415.5 H674 2004 | Open Access Book | Book | Searching... |
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Summary
Summary
Looking at issues like segmentation, measurement, loyalty and people this book provides a systematic approach to service strategy, distilled from over 12 years work with over 100 companies. This second edition is thoroughly revised, adding more practical advice, checklists and case studies as well as an entirely new chapter Managing company processes around the customers: the hard side for getting things done on the nitty gritty of implementation. Each chapter introduces a step-by-step approach which the reader can easily use in their business. Drawing on personal experience of working with many companies in a number of sectors, Horovitz has outlined the dos and don'ts, observed from mistakes made over and over again by many companies. Each chapter concludes with the questions one should ask for self-diagnosis and to help the reader get started on the path of improving their company's service levels.
Author Notes
Dr Jacques Horovitz is Professor of Service Strategy Marketing and Management at IMD (the International Institute for Management Development) in Lausanne, Switzerland. He has worked in service marketing within several businesses including ClubMed and EuroDisney. He created a pan-European consulting company through which he advised CEOs of over 100 companies and has been Managing Director of a retail group with 800 stores in 15 countries. Dr Horovitz has extensively researched service, relationship marketing and customer bonding. He is the author of Quality Service (1987) a bestseller translated into ten languages, Fifty Rules of Zero Defect Service (1989), and Total Customer Satisfaction (1992).
Table of Contents
Introduction |
Acknowledgements |
About the author |