Winning the service game
By: Benjamin Schneider, David E. Bowen.
Contributors: Bowen, David Earl.
Publisher: Harvard Business School Press
Published: 1995
Place of publication: Boston, Mass
Language: eng
Number of pages: 295
Subjects: Customer services -- Management.; Employees -- Training of.; Incentives in industry.
Description: Companies that master the rules of the service game can outperform the competition. The key to winning is understanding that the customer experiences the way an organization is managed - from the treatment of the employees to the condition of the physical facilities. Winning the Service Game presents over fifty explicit rules for creating and managing a culture dedicated to delivering seamless service quality - service that, to the customer, feels like a piece of whole cloth with all the threads woven together. This groundbreaking book shows that in such an environment, employees flourish and customers experience the positive "moments of truth" that bind them to the organization.
Notes: Includes bibliographical references (p. 261-283) and index.