Winning the Service Game

by Benjamin Schneider, David Earl Bowen

Harvard Business Review Press | March 1, 1995 | Hardcover

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Winning the Service Game details an explicit set of rules by which organizations can meet customer expectations and needs as well as capitalize on customer competencies as a source of competitive advantage. Drawing on an extensive body of research, the authors reveal the important relationships across three tiers in any service organization--customers, front-line workers, and management--and demonstrate how management can ensure that all three tiers work in harmony to produce an environment where employees flourish and customers experience superior service.

Format: Hardcover

Dimensions: 320 pages, 9.5 × 6.4 × 4.06 in

Published: March 1, 1995

Publisher: Harvard Business Review Press

The following ISBNs are associated with this title:

ISBN - 10: 0875845703

ISBN - 13: 9780875845708

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– More About This Product –

Winning the Service Game

by Benjamin Schneider, David Earl Bowen

Format: Hardcover

Dimensions: 320 pages, 9.5 × 6.4 × 4.06 in

Published: March 1, 1995

Publisher: Harvard Business Review Press

The following ISBNs are associated with this title:

ISBN - 10: 0875845703

ISBN - 13: 9780875845708

From the Publisher

Winning the Service Game details an explicit set of rules by which organizations can meet customer expectations and needs as well as capitalize on customer competencies as a source of competitive advantage. Drawing on an extensive body of research, the authors reveal the important relationships across three tiers in any service organization--customers, front-line workers, and management--and demonstrate how management can ensure that all three tiers work in harmony to produce an environment where employees flourish and customers experience superior service.

From Our Editors

Companies that master the rules of the service game can outperform the competition. This book presents over 50 explicit rules for creating and managing a culture dedicated to delivering seamless service quality--an environment in which employees flourish and customers experience positive "moments of truth" that bind them to the organization. The book's integrated approach offers real advantage in a highly competitive arena
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