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" Business success through service excellence / "
Moira Clark and Susan Baker.
| Document Type
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BL
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| Record Number
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946786
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| Doc. No
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b701156
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| Main Entry
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Clark, Moira.
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| Title & Author
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Business success through service excellence /\ Moira Clark and Susan Baker.
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| Publication Statement
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Oxford :: Elsevier Butterworth-Heinemann,, 2004.
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| Page. NO
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xiv, 199 pages :: illustrations ;; 24 cm
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| ISBN
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0750660856
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: 9780750660853
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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1. Managing service excellence -- 2. Customer intelligence -- 3. Operational effectiveness -- 4. Engaging people -- 5. Leadership and values -- 6. Organisational agility -- 7. Service excellence best practice -- App. 1. 2003 Service excellence awards
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| Abstract
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'Business Success through Service Excellence' enables companies to embark on a journey that will transform their business and help them become a more customer centric organization in order to achieve competitive advantage.
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| Subject
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Customer services.
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Customer services.
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| Dewey Classification
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658.812
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| LC Classification
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HF5415.5.C55 2004
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| Added Entry
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Baker, Susan,1958-
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