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Service Leadership: The Quest for Competitive Advantage

Svafa Gronfeldt, Judith Banks Strother




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 | #2074131 in eBooks |  2005-11-30 |  2013-01-09 | File type: PDF

|| |"Service Leadership moves beyond the theoretical and demonstrates how Actavis and other companies achieve and sustain their competitive advantage through service leadership . . .What makes this book so valuable is the variety of formats from which the reader c

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 hav...

You easily download any file type for your device.Service Leadership: The Quest for Competitive Advantage   |  Svafa Gronfeldt, Judith Banks Strother. A good, fresh read, highly recommended.

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