216 Pages
by
Routledge
216 Pages
by
Routledge
216 Pages
by
Routledge
Also available as eBook on:
The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies... Read more
Foreword; Acknowledgements; Managing service excellence; Customer intelligence; Operational effectiveness; Engaging people; Leadership and values; Organizational agility; Service excellence best practice; Appendix 1 – Service excellence awards – self-assessment.
Biography
Moira Clark, Susan Bakepson
