Service Leadership

Service Leadership pdf epub mobi txt 电子书 下载 2025

出版者:Sage Pubns
作者:Gronfeldt, Svafa
出品人:
页数:336
译者:
出版时间:
价格:$ 155.94
装帧:HRD
isbn号码:9781412913744
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The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies-not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.

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