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The Brave New Service Strategy, delves into the evolution of service delivery and identifies three ways to forge links with customers: the relationship - where the customer personally knows the service provider and expects to interact with the same person again and again; the encounter - where the customer may know the organization but receives the service from whoever is available; and the pseudo-relationship - service delivered in an encounter structure but made to feel like a relationship.
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Barbara A. Gutek is McClelland professor in the Department of Management and Policy, Eller College of Business and Public Administration, University of Arizona.
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Book Description AMACOM, 2000. Condition: New. book. Seller Inventory # M0814405274
Book Description AMACOM, 2000. Hardcover. Condition: New. Seller Inventory # DADAX0814405274
Book Description AMACOM, 2000. Hardcover. Condition: New. Never used!. Seller Inventory # P110814405274
Book Description American Management Association. Condition: New. pp. 316. Seller Inventory # 4688491
Book Description AMACOM. Hardcover. Condition: New. 0814405274 New Condition. Seller Inventory # NEW7.2030450