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Providing a solid focus on strategy throughout the text, this book introduces and operationalizes a new concept - service leadership. The authors provide discussions of methods associated with the identification and tracking of customer needs in a strategic and design process context. The book integrates the use of applications and measurements and incorporates extensive cases and interviews from executives at large multinational corporations, representing various countries and cultures.
| ISBN | 1412913756 | | Pages | 336 | | ISBN13 | 9781412913751
(What's this?) | | Volumes | 1 | | Publisher | SAGE Publications Ltd | | Weight (grammes) | 608 | | Imprint | SAGE Publications Ltd | | Published in | London | | Format | Paperback | | Height (mm) | 254 | | Publication date | 13 Dec 2005 | | Width (mm) | 178 | | Library of Congress | 2005018321 | | Spine width (mm) | 18 | | DEWEY | 658.812 | | Academic level | Tertiary education | | DEWEY edition | DC22 | |
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| | | Foreword by Ronald A. Heifetz and Marty Linsky | | | | 1 | | Introduction | | 5 | | 2 | | Looking back on service | | 23 | | 3 | | Leading the service wave | | 47 | | 4 | | Formulating strategic promise | | 67 | | 5 | | Developing the service strategy | | 93 | | 6 | | Designing the service process | | 119 | | 7 | | Strategizing for service recovery | | 147 | | 8 | | Designing service metrics | | 175 | | 9 | | Activating customer orientation | | 203 | | 10 | | Managing service organizations | | 225 | | 11 | | Implementing human resources policies for service organizations | | 247 | | 12 | | Building and maintaining an effective service leadership culture | | 265 |
"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 can choose. The key points, summaries, examples from many companies, and words of wisdom from leaders as diverse as Benjamin Distaeli and Beverly Sills empower readers to develop the strategies that will make them leaders in the competitive marketplaces in which they work and serve." -- Judith E. Shenouda 20070212  Be the first to write a customer review
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