TY  - BOOK
AU  - Schneider,Benjamin
AU  - Bowen,David Earl
TI  - Winning the service game
SN  - 0875845703 (alk. paper)
AV  - HF5415.5 .S34 1995
U1  - 658.8/12 20
PY  - 1995///
CY  - Boston, Mass.
PB  - Harvard Business School Press
KW  - Customer services
KW  - Management
KW  - Employees
KW  - Training of
KW  - Incentives in industry
KW  - Kwaliteitszorg
KW  - gtt
KW  - Klantenservice
KW  - Service à la clientèle
KW  - Gestion
KW  - Personnel
KW  - Formation
KW  - Stimulants dans l'industrie
N1  - Includes bibliographical references (p. 261-283) and index; 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
UR  - http://www.archive.org/details/winningservicega00schn
UR  - http://www.openlibrary.org/books/OL1109219M
ER  -