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" Customer service delivery : "
Lawrence Fogli, editor.
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BL
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| Record Number
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946670
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| Doc. No
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b701040
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| Title & Author
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Customer service delivery : : research and best practices /\ Lawrence Fogli, editor.
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| Edition Statement
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1st ed.
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| Publication Statement
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San Francisco :: Jossey-Bass,, ©2006.
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| Series Statement
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The Professional Practice series
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| Page. NO
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xxvii, 315 pages :: illustrations ;; 24 cm.
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| ISBN
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0787976202
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: 9780787976200
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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Customer service from the customer's perspective / Stephanie D. Kendall -- Organizing for customer service / Robert J. Vance -- Using employee and customer perspectives to improve organizational performance / Scott M. Brooks, Jack W. Wiley, Emily L. Hause -- Brands, expectations, and experience / Clifton Lemon -- Customer service quality : selecting valued performers / Jerard F. Kehoe, David N. Dickter -- Staffing and selection strategies for service quality / Deborah L. Whetzel, Michael A. McDaniel -- Service encounter dynamics : strategies and tips for better customer service / Diane Catanzaro, Eduardo Salas -- "This call may be monitored" : performance management for service quality / Seymour Adler, Miriam T. Nelson -- What we need to know to develop strategies and tactics to improve service delivery / Lawrence Fogli.
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| Subject
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Customer relations-- Management.
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Customer services.
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Relations avec la clientèle-- Gestion.
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Service à la clientèle.
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Customer relations-- Management.
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Customer services.
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Dienstleistung
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Kundenorientierung
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Qualitätsmanagement
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Klantenservice.
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Klantgerichtheid.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.C839 2006
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| NLM classification
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85.40bcl
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QQ 250rvk
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| Added Entry
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Fogli, Lawrence.
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