In this book , we present an integrated look at a wide variety of interlocking issues relatedto understanding and delivering service quality. We wrote it for managers, especially managers charged with improving their firms' service quality. The issues range from understanding customer expectations, needs, and competencies to selecting and training front-line service workers and from integrating marketing and operations to coordinating the whole service management system.
The book presents the following kinds of information with regard to these lesson:
- The background information supporting the lessons
- Examples of how excellent service providers have implemented the lessons
- Research evidence for the long-term benefits of following the lessons
- An explicit set of rules management can follow to sensitize it to particularly important issues that require attention in order to make these lessons work
Chapter 1 Building a Winning Service Organization by Mastering the Rules of the Game
Chapter 2 Meeting Customer Expectations
Chapter 3 Respecting Customer Needs
Chapter 4 Utilizing Customer Talents
Chapter 5 Managing Personal Contact Through Hiring and Training
Chapter 6 Managing Personal Contact Through Reward Systems
Chapter 7 Managing Nonpersonal Contact with a Personal Touch
Chapter 8 Designing a Customer-Focused Service System
Chapter 9 Creating a Service Culture