Service Leadership The Quest for Competitive Advantage

ISBN-10: 1412913756

ISBN-13: 9781412913751

Edition: 2006

List price: $107.00
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Description: Providing a solid focus on strategy throughout, this work introduces and operationalizes a new concept - service leadership. The authors provide discussions of methods associated with the identification and tracking of customer needs in a strategic and design process context.

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Book details

List price: $107.00
Copyright year: 2006
Publisher: SAGE Publications, Incorporated
Publication date: 11/30/2005
Binding: Paperback
Pages: 336
Size: 6.75" wide x 9.50" long x 0.75" tall
Weight: 1.298
Language: English

Dr. Judith Strother is Chair of the Graduate Program in Communication at Florida Institute of Technology and teaches a wide variety of business communication courses there. She earned her Ph.D. at Eindhoven University of Technology (The Netherlands), regularly lectures in Europe, and has consulted with business interests in Europe and the United States. Dr. Strother is also Vice President of ViLLA, an online language training corporation, whose primary markets are Asia, South America, and Europe. In that capacity, in addition to overseeing all the content development of the training programs, she has been responsible for developing marketing and customer service programs.

Foreword
Acknowledgments
Interview: The Power of Leadership
Introduction
Strategizing the Promise
Interview The Power of the Strategist
Looking Back on Service
Leading the Service Wave
Formulating Strategic Promises
Designing the Process
Interview The Power of the Transformer
Developing the Service Strategy
Designing the Service Process
Strategizing for Service Recovery
Designing Service Metrics
Engaging the Providers
Interview The Power of the providers
Activating customer orientation
Managing service organizations
Implementing HR Policies for Service Organizations
Building and maintaining an effective service leadership culture
Index
About the Authors
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