VBoekbestellingen gratis thuis bezorgd vanaf 15,- 

VGratis afhalen in de boekhandel

 VBinnen 14 dagen gratis retour bij ruim 100 boekhandels

Service Breakthroughs
ISBN
9781439105832
Uitgever
Simon + Schuster Inc.
Verschenen
17-09-1990
Taal
Engels
Bladzijden
306 pp.
Bindwijze
ebook EPUB
  • Share
  • Share
  • Share
  • Share

Service Breakthroughs ebook: EPUB met Adobe-DRM

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 these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail.

At the heart of breakthrough performance, the authors contend, is a sometimes intuitive
but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors.

The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their "service concept" in terms of results
achieved for customers rather than services performed. They target market segments by focusing on
psychographics -- how customers think and behave -- instead of demographics. And instead of viewing a
service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service.
These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading.
€16,30
Exemplaren:
Ebook

Prijs:
€ 16,30
Verkrijgbaar in
Online
Voorraad:
Levertijd:
Direct te downloaden
Dit is een digitaal leesproduct. Na betaling van de bestelling, kunt u een digitaal boek meteen op een computer of daarvoor geschikte ereader lezen. Door op "Afrekenen" te klikken ziet u af van uw herroepingsrecht en stemt u in met directe levering. U kunt een digitaal boek dus niet ruilen of annuleren.

Loading...

.
Waarom Libris
Boekbestellingen vanaf € 15,- GRATIS thuisbezorgd.
Kies uit meer dan een miljoen artikelen, waaronder ruim 25.000 Nederlandse ebooks.
Thuis bestellen en bezorgen of afhalen en betalen in de boekhandel.
Ruim 85.000 boeken op werkdagen voor 23.00 besteld, de volgende dag bezorgd
Volg uw bestelling via Track & Trace van PostNL
Bijna 100 aangesloten kwaliteitsboekhandels.
pro-mbookslibr2 : libris