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Library,Documentation and Information Science Division

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Winning the service game / [electronic resource] Benjamin Schneider, David E. Bowen.

By: Contributor(s): Material type: TextTextPublication details: Boston, Mass. : Harvard Business School Press, c1995.Description: xi, 295 p. : ill. ; 25 cmISBN:
  • 0875845703 (alk. paper)
  • 9780875845708 (alk. paper)
Subject(s): DDC classification:
  • 658.8/12 20
LOC classification:
  • HF5415.5 .S34 1995
Other classification:
  • 85.40
Online resources:
Contents:
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.
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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.

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