The Brave New Service Strategy
Aligning Customer Relationships, Market Strategies, and Business Structures
Published on 7. March 2000
Book
Hardback
320 pages
978-0-8144-0527-7 (ISBN)
Description
In "the good old days", service providers usually knew ther customers personally, or at least by sight. In modern times, traditional service relationships have mutated almost beyond recognition, and customer service contacts are increasingly automated and anonymous. This volume explores the changing nature of customer service, showing businesses how to adapt and build a service business that gives customers the "personal" service they still yearn for.
More details
Language
English
Place of publication
New York
United States
Illustrations
Illustrations
Dimensions
Height: 238 mm
Width: 162 mm
Thickness: 38 mm
Weight
612 gr
ISBN-13
978-0-8144-0527-7 (9780814405277)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Content
Service businesses - where we've been and where we're going; encounters and relationships - understanding the difference; operating a service business; starting an encounter business; encounters with machines; pseudo-relationships - enhance encounters between customer and organization; starting a relationship business; how use of technology is changing service; service within an organization/between organizations; the future of service.