Service Asia: How the Tigers Can Keep their Stripes - Softcover

Tocquer, Gerard; Cudennec, Chan

Softcover

ISBN 10: 0139786023 ISBN 13: 9780139786020

Publisher: Pearson P T R, 1998

Synopsis

Based on extensive research, this book looks at how "service value" has contributed to the success of 11 leading companies in Asia and points the way for other companies to follow in the future in order to regain competitiveness and success in Asia. The companies discussed are: The Asian Sources Media Group, Bangkok Bank, China Light & Power Company, DHL International, Giordano, Hongkong Telecom, Jollibee Foods Corporation, Mass Transit Railway Corporation, Mount Elizabeth Hospital Ltd, Shangri-La Hotels and Resorts, Singapore Airlines. The emphasis in the book is on strategies that are critical for service organizations to create more value for their customers. Unique features in the book include: 1. A chapter which explores the foundation of service value: the company's history, corporate strategy and the role of the Chief Executive Officer (CEO). 2. A chapter which examines how firm captures the voice of customers and integrate it into the organization. 3. A chapter investigating how successful companies get employees totally involved in the service management process. It also explores the impact of Asian values on the way service is delivered. 4. A chapter showing the importance companies place in measuring their performance by monitoring the gap between their vision and today's reality. 5. A chapter that looks at how these companies organize themselves to create a continuous improvement of culture. 6. A chapter examining approaches used by outstanding organizations to communicate the value of their services to customers. 7. A chapter showing concern with how Asian companies renew their business by preparing for the future.

About this title

About the Author

DR. GERARD A. TOCQUER is a lecturer at the University of Hong Kong School of Business where he teaches Service Marketing and Management and Total Value Management in the MBA program. Previously, he was professor and Dean of the Center for Applied Research in Management at Sophia Antipolis (France). He has done consulting work for numerous service companies in Europe in the field of service quality and service strategy. He is the co-author of two books: Tourism Marketing - A Strategic Perspective and Service Marketing - The Transactional Challenge. CHAN CUDENNEC (nee Poon Yuew Chun) is a senior consultant in Forum Asia Limited, Hong Kong, a Boston-based global management and training consultant firm which advises companies in becoming customer-centered. She has several years' experience in the service industry as a line manager and as a consultant. As the CEO of a finance company in Malaysia, and as a senior consultant in a service quality consultancy in France, she has assisted several companies in defining service excellence for their target customers and implementing their customer-focused strategies. She has written articles for magazines and given lectures on quality implementation issues. Of Malaysian-Chinese origin, she currently lives and works in Hong Kong.

Edition details

• Publisher: Pearson P T R
• Publication date: 1998
• Language: English
• ISBN 10: 0139786023
• ISBN 13: 9780139786020
• Binding: Paperback
• Edition number: 1
• Number of pages: 212