Description



Table of Contents
Preface Acknowledgments

1. Creating Breakthrough Services

2. Developing a Vision of the Business

3. Building Customer Loyalty

4. Focusing and Positioning the Service

5. Determining the True Costs and Benefits of Service Quality

6. Developing Devices for Achieving Total Customer Satisfaction

7. Managing for Quality and Productivity Gains

8. Managing Demand and Supply

9. Managing Networks

10. Managing Information Technologies

11. Mobilizing People

12. Organizing Work

13. Conceiving Future Breakthroughs

14. Realizing Service Breakthroughs

Appendix: Illustrative Approaches to Transportation Network Design

Notes

Index

Service Breakthroughs

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    A Paperback by James L. Heskett

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      Publisher: Simon & Schuster
      Publication Date: 9/12/2007 12:00:00 AM
      ISBN13: 9781416576860, 978-1416576860
      ISBN10: 141657686X
      Also in:
      Customer services Management and management techniques

      Description



      Table of Contents
      Preface Acknowledgments

      1. Creating Breakthrough Services

      2. Developing a Vision of the Business

      3. Building Customer Loyalty

      4. Focusing and Positioning the Service

      5. Determining the True Costs and Benefits of Service Quality

      6. Developing Devices for Achieving Total Customer Satisfaction

      7. Managing for Quality and Productivity Gains

      8. Managing Demand and Supply

      9. Managing Networks

      10. Managing Information Technologies

      11. Mobilizing People

      12. Organizing Work

      13. Conceiving Future Breakthroughs

      14. Realizing Service Breakthroughs

      Appendix: Illustrative Approaches to Transportation Network Design

      Notes

      Index

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