Title: The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business Structures
Publisher: American Management Association
Publication Date: 2000
Language: English
ISBN 10: 0814405274
ISBN 13: 9780814405277
Binding: Hardcover
Condition: Used

About this title

Synopsis

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.

About the Author

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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