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| BUSINESS SUCCESS THROUGH SERVICE EXCELLENCE
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 To order this title, and for more information, click here
By
Moira Clark, Director of the CRM Research Forum at Cranfield School of Management, Cranfield University.
Susan Baker, Director of the New Marketing Research Group and Senior Lecturer of Marketing at Cranfield School of Management, Cranfield University.
Description
The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors
identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review
of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved
success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can
become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the
Awards to highlight how this company has achieved success.
An additional feature of the book is the service excellence questionnaire.
Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against
other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners
are featured to ensure that current information is always available.
Audience
CEOs and Senior Managers; Business Leaders; Functional Directors; Strategy Directors and Managers; Operational Managers in Sales, Marketing, Customer Service and Finance.
Contents
Foreword; Acknowledgements; Managing service excellence; Customer intelligence; Operational effectiveness; Engaging people; Leadership
and values; Organizational agility; Service excellence best practice; Appendix 1 – Service excellence awards – self-assessment.
Bibliographic & ordering Information
Paperback, 216 pages, publication date: JUL-2004
ISBN-13: 978-0-7506-6085-3
ISBN-10: 0-7506-6085-6
Imprint: BUTTERWORTH HEINEMANN
Price: Order form
EUR 42.95
USD 48.95
GBP 29.99
Books and book related electronic products are priced in US dollars (USD), euro (EUR), and Great Britain Pounds (GBP). USD prices apply to the Americas and Asia Pacific. EUR prices apply in Europe and the Middle East. GBP prices apply to the UK and all other countries.
See also information about conditions of sale & ordering procedures, and links to our regional sales offices.
076/734
Last update: 23 Jul 2008
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