Service leadership : the quest for competitive advantage - GRONFELDT; Strother (London : Sage Pubs., 2006)
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.
Keywords: Customer services management