Service Strategy: Management Moves for Customer Results

Horovitz, Jacques

ISBN 10: 0273675834 / ISBN 13: 9780273675839

Published by Financial Times/ Prentice Hall, 2004

About this Item

This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. In good all round condition. Dust jacket in good condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,600grams, ISBN:9780273675839.

Seller Inventory # 8677327

Bibliographic Details

• Title: Service Strategy: Management Moves for Customer Results
• Publisher: Financial Times/ Prentice Hall
• Publication Date: 2004
• Language: English
• ISBN 10: 0273675834
• ISBN 13: 9780273675839
• Binding: Hardcover
• Edition: 2nd Edition
• Condition: Good
• Dust Jacket Condition: Dust Jacket Included
• Weight: 600 grams
• Seller catalogs:
  • Business

About this title

Synopsis

Looking at issues like segmentation, measurement, loyalty and people this book provides a systematic approach to service strategy, distilled from over twelve years work with over 100 companies. The second edition is thoroughly revised, adding even more practical advice, checklists and case studies as well as an entirely new chapter "Managing company processes around the customers: the hard side for getting things done" on the nitty gritty of implementation.

Each chapter introduces a step-by-step approach which the reader can easily use in their business. Drawing on personal experience of working with many companies in a number of sectors, Horovitz has outlined the "dos" and "don'ts" - mistakes made over and over again by many companies. Each chapter concludes with the questions one should ask for self-diagnosis and to help the reader get started on the path of improving their company¿s service levels.

About the Author

Dr Jacques Horovitz is Professor of Service Strategy Marketing and Management at IMD (the International Institute for Management Development) in Lausanne, Switzerland.  He has worked in service marketing within several businesses including ClubMed and EuroDisney.  He created a pan-European consulting company through which he advised CEOs of over 100 companies and has been Managing Director of a retail group with 800 stores in 15 countries. Dr Horovitz has extensively researched service, relationship marketing and customer bonding.  He is the author of Quality Service (1987) a bestseller translated into ten languages, Fifty Rules of Zero Defect Service (1989), and Total Customer Satisfaction (1992).