Service leadership : the quest for competitive advantage
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| Format: | Book |
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London :
Sage Pubs. ,
2006
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| Physical Description: | xiii,319p. : ill. ; 26cm. |
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| Bibliography: | The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies--not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. |
| ISBN: | 1412913748 |