Business Success Through Service Excellence
Contributors: Baker, Susan
Publisher: Elsevier; Butterworth-Heinemann
Published: 2004
Place of publication: Burlington
Language: eng
Format: [electronic resource]
Number of pages: 218
ISBN-13: 9780080472164; 9780750660853
Subjects: Customer services
Description: Provides a business model to transform your company and help it to achieve competitive advantage.
Notes: Description based on print version record.
Table of contents: title: Cover; Business success through service excellence; Contents; List of figures; List of tables; Foreword; Acknowledgements; About the authors; 1 Managing service excellence; 2 Customer intelligence; 3 Operational effectiveness; 4 Engaging people; 5 Leadership and values; 6 Organisational agility; 7 Service excellence best practice; Appendix 1: 2003 Service Excellence Awards; Index.