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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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Add Service Breakthroughs, What Do Citicorp, UPS and Marriott have in common? They are breakthrough service providers, firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how, Service Breakthroughs to your collection on WonderClub |