The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business Structures

Gutek, Barbara A.; Welsh, Theresa M.

ISBN 10: 0814405274 / ISBN 13: 9780814405277

Published by Amacom Books, 2000

About this Item

Gently read. May have name of previous ownership, or ex-library edition. Binding tight; spine straight and smooth, with no creasing; covers clean and crisp. Minimal signs of handling or shelving. 100% GUARANTEE! Shipped with delivery confirmation, if you're not satisfied with purchase please return item! Ships USPS Media Mail.

Seller Inventory # OTV.0814405274.VG

Bibliographic Details

• Title: The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business Structures
• Publisher: Amacom Books
• Publication Date: 2000
• Language: English
• ISBN 10: 0814405274
• ISBN 13: 9780814405277
• Binding: Hardcover
• Condition: very_good

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.