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Service Leadership

The Quest for Competitive Advantage

Service Leadership by Svafa Gronfeldt
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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.  
SAGE Publications; November 2005
336 pages; ISBN 9781452279121
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Title: Service Leadership
Author: Svafa Gronfeldt; Judith Banks Strother
 
ISBNs
1452266735
9781412913744
9781452266732
9781452279121