Service Leadership: The Quest for Competitive Advantage

4 avg rating
( 1 ratings by Goodreads )
 
9781412913744: Service Leadership: The Quest for Competitive Advantage
View all copies of this ISBN edition:
 
 

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. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.  

"synopsis" may belong to another edition of this title.

About the Author:

Svafa Grönfeldt is Deputy to the CEO of Actavis Group, one of the world’s largest and fastest growing generic pharmaceutical companies.  Her major role is to streamline strategy and structural design with the purpose of facilitating growth and adaptability of the company and its subsidiaries through out the world. She received her Ph.D. in Industrial Relations from the London School of Economics and Political Science, where her major focus was on service orientation and management. For the past 9 years, she has also been a member of the faculty of economics and business administration at the University of Iceland.
Currently her work takes her throughout the world and is mainly focused on aligning strategy, structure, and the talent of Actavis key personnel in five continents and 32 countries. Dr. Grönfeldt joined Actavis in 2004 as Chief Executive of Strategy and Organizational Development. Prior of joining Actavis she was the County-Managing Partner for Deloitte Consulting in Iceland and was a member of Deloitte’s EMEA leadership team; before that, she was a partner in and Director of Research and Development for IMG Gallup. Her consulting and academic career has mainly been focused on leadership coaching and service strategic formulation, and her research projects include numerous occupational and benchmarking studies for companies in the private and public sectors, including numerous longitudinal and cross-cultural studies.

Review:

"Service Leadership moves beyond the theoretical and demonstrates how Actavis and other companies achieve and sustain their competitive advantage through service leadership . . . What makes this book so valuable is the variety of formats from which the reader can choose. The key points, summaries, examples from many companies, and words of wisdom from leaders as diverse as Benjamin Distaeli and Beverly Sills empower readers to develop the strategies that will make them leaders in the competitive marketplaces in which they work and serve." Author: Judith E. Shenouda Published On: 2007-02-12

"About this title" may belong to another edition of this title.

Buy Used
Condition: Very Good
A copy that has been read, but... Learn more about this copy

Shipping: FREE
Within U.S.A.

Destination, rates & speeds

Add to Basket

Other Popular Editions of the Same Title

9781412913751: Service Leadership: The Quest for Competitive Advantage

Featured Edition

ISBN 10: 1412913756 ISBN 13: 9781412913751
Publisher: SAGE Publications, Inc, 2005
Softcover

Top Search Results from the AbeBooks Marketplace

Stock Image

1.

Judith Banks Strother; Svafa Gronfeldt
Published by SAGE Publications, Incorporated
ISBN 10: 1412913748 ISBN 13: 9781412913744
Used Hardcover Quantity Available: 1
Seller:
ThriftBooks
(AURORA, IL, U.S.A.)

Book Description SAGE Publications, Incorporated. Hardcover. Condition: Very Good. A copy that has been read, but remains in excellent condition. Pages are intact and are not marred by notes or highlighting, but may contain a neat previous owner name. The spine remains undamaged. At ThriftBooks, our motto is: Read More, Spend Less. Seller Inventory # G1412913748I4N00

More information about this seller | Contact this seller

Buy Used
US$ 74.97
Convert currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, rates & speeds
Stock Image

2.

Grvnfeldt, Svafa
Published by SAGE Publications, Incorporated (2005)
ISBN 10: 1412913748 ISBN 13: 9781412913744
Used Quantity Available: 1
Seller:
Better World Books
(Mishawaka, IN, U.S.A.)

Book Description SAGE Publications, Incorporated, 2005. Condition: Good. Shows some signs of wear, and may have some markings on the inside. Seller Inventory # 17200556-6

More information about this seller | Contact this seller

Buy Used
US$ 75.00
Convert currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, rates & speeds
Stock Image

3.

Grvnfeldt, Svafa
Published by SAGE Publications, Incorporated (2005)
ISBN 10: 1412913748 ISBN 13: 9781412913744
Used Quantity Available: 1
Seller:
Better World Books
(Mishawaka, IN, U.S.A.)

Book Description SAGE Publications, Incorporated, 2005. Condition: Good. Former Library book. Shows some signs of wear, and may have some markings on the inside. Seller Inventory # 17786871-6

More information about this seller | Contact this seller

Buy Used
US$ 75.00
Convert currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, rates & speeds
Stock Image

4.

Gronfeldt, Svafa, Strother, Judith Banks
Published by SAGE Publications, Inc
ISBN 10: 1412913748 ISBN 13: 9781412913744
Used Quantity Available: 1
Seller:
Phatpocket Limited
(Waltham Abbey, HERTS, United Kingdom)

Book Description SAGE Publications, Inc. Condition: Good. Your purchase helps support Sri Lankan Children's Charity 'The Rainbow Centre'. Ex-library, so some stamps and wear, but in good overall condition. Our donations to The Rainbow Centre have helped provide an education and a safe haven to hundreds of children who live in appalling conditions. Seller Inventory # Z1-A-010-01817

More information about this seller | Contact this seller

Buy Used
US$ 96.54
Convert currency

Add to Basket

Shipping: US$ 13.76
From United Kingdom to U.S.A.
Destination, rates & speeds
Stock Image

5.

Gronfeldt, Svafa; Strother, Judith Banks
Published by SAGE Publications, Inc (2005)
ISBN 10: 1412913748 ISBN 13: 9781412913744
Used Hardcover Quantity Available: 1
Seller:
Patrico Books
(Apollo Beach, FL, U.S.A.)

Book Description SAGE Publications, Inc, 2005. Hardcover. Condition: Used: Like New. Ships Out Tomorrow!. Seller Inventory # 161013094

More information about this seller | Contact this seller

Buy Used
US$ 129.99
Convert currency

Add to Basket

Shipping: US$ 3.99
Within U.S.A.
Destination, rates & speeds