Service-ability : create a customer centric culture and gain competitive advantage /
By: Robson, Kevin
Material type:
BookPublisher: Chichester, U.K. : Wiley, c2013.Description: xvi, 261 p. : ill. ; 24 cm.ISBN: 9781118345566; 1118345568Subject(s): Customer services | Consumer satisfactionDDC classification: 658.812
Summary:
Ostensibly, customer service lies in the area of marketing and strategy, however Service-Ability is also about management and organizational behaviour, and the book ranges deeply into these areas to make its point. The scope of Marketing has changed in the last ten years and the books key argument is the need to re-think the way we structure, manage, lead and organize our corporate bodies to be better able to achieve total customer centricity and develop lasting relationships with customers.
Leadership.
| Item type | Home library | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|
| REGULAR | University of Wollongong in Dubai Main Collection | 658.812 RO SE (Browse shelf) | Available | T0048886 |
Total holds: 0
, Shelving location: Main Collection Close shelf browser
Includes bibliographical references and index.
Ostensibly, customer service lies in the area of marketing and strategy, however Service-Ability is also about management and organizational behaviour, and the book ranges deeply into these areas to make its point. The scope of Marketing has changed in the last ten years and the books key argument is the need to re-think the way we structure, manage, lead and organize our corporate bodies to be better able to achieve total customer centricity and develop lasting relationships with customers.
Leadership.