000			02197cam a2200301 a 4500
001			663891
003			BD-DhUL
005			20161226120856.0
008			940817s1995 maua b 001 0 eng
010			_a94034590
020			_a0875845703 _qalkaline paper
035			_a663891
040			_aTOC _beng _cTOC _dXNTU _dBD-DhUL
082	0	4	_a658.812 _220 _bSCW
100	1		_aSchneider, Benjamin, _d1938-
245	1	0	_aWinning the service game / _cBenjamin Schneider, David E. Bowen.
260			_aBoston, Mass. : _bHarvard Business School Press, _cc1995.
300			_axi, 295 p. : _bill. ; _c25 cm.
500			_aIncludes index.
504			_aBibliography: p. 261-283.
505	0		_aCh. 1. Building a Winning Service Organization by Mastering the Rules of the Game -- The Customer Tier: Achieving Customer Focus. Ch. 2. Meeting Customer Expectations. Ch. 3. Respecting Customer Needs. Ch. 4. Utilizing Customer Talents -- The Boundary Tier: Managing Personal and Nonpersonal Customer Contact. Ch. 5. Managing Personal Contact through Hiring and Training. Ch. 6. Managing Personal Contact through Reward Systems. Ch. 7. Managing Nonpersonal Contact with a Personal Touch -- The Coordination Tier: Creating a Service Culture. Ch. 8. Designing a Customer-Focused Service System. Ch. 9. Creating a Service Culture.
520			_aCompanies 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.
650		0	_aCustomer services _xManagement.
650		0	_aEmployees _xTraining of.
650		0	_aIncentives in industry.
700	1		_aBowen, David Earl.
942			_2ddc _cBK
999			_c141373 _d141373