Winning the service game
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Author
Contributions
- Bowen, David Earl. - Contributor
Publication
1995 - Harvard Business School Press, Boston, Mass, Massachusetts
Language
English
Word Count
73,750 words, Guess
Page Count
295 pages
Identifiers
- Open LibraryOL1109219M
- ISBN-100875845703
- OCLC Control Number31076335
- OCLC Control Numberwinningservicega00schn
- Library of Congress Control Number94034590
and 2 more
- LibraryThing1169050
- Goodreads1245047
Classifications
- DDC658.8/12
- LCCHF5415.5 .S34 1995
Description
Companies that master the rules of the service game can outperform the competition. The key to winning is understanding that the customer experiences the way an organization is managed - from the treatment of the employees to the condition of the physical facilities. Winning the Service Game presents over fifty explicit rules for creating and managing a culture dedicated to delivering seamless service quality - service that, to the customer, feels like a piece of whole cloth with all the threads woven together. This groundbreaking book shows that in such an environment, employees flourish and customers experience the positive "moments of truth" that bind them to the organization.
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