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Winning the service game /

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Schneider, Benjamin,, 1938- Winning the service game / Benjamin Schneider, David E. Bowen. - Boston, Mass. : Harvard Business School Press, c1995.
xi, 295 p. : ill. ; 25 cm. Content notes : Building a winning service organization by mastering the rules of the game -- Meeting customer expectations -- Respecting customer needs -- Utilizing customer talents -- Managing personal contact through hiring and training -- Managing personal contact through reward systems -- Managing nonpersonal contact with a personal touch -- Designing a customer-focused service system -- Creating a service culture. 0875845703 (alk. paper) 9780875845708 (alk. paper) * Customer services - Management. Employees - Training of. Incentives in industry. Kwaliteitszorg. Klantenservice. Service à la clientèle - Gestion. Personnel - Formation. Stimulants dans l'industrie. * Bowen, David Earl. * Title

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