The brave new service strategy : aligning customer relationships, market strategies, and business structures
著者
書誌事項
The brave new service strategy : aligning customer relationships, market strategies, and business structures
AMACOM, c2000
大学図書館所蔵 件 / 全5件
-
該当する所蔵館はありません
- すべての絞り込み条件を解除する
注記
Includes bibliographical references and index
内容説明・目次
内容説明
In "the good old days", service providers usually knew ther customers personally, or at least by sight. In modern times, traditional service relationships have mutated almost beyond recognition, and customer service contacts are increasingly automated and anonymous. This volume explores the changing nature of customer service, showing businesses how to adapt and build a service business that gives customers the "personal" service they still yearn for.
目次
- Service businesses - where we've been and where we're going
- encounters and relationships - understanding the difference
- operating a service business
- starting an encounter business
- encounters with machines
- pseudo-relationships - enhance encounters between customer and organization
- starting a relationship business
- how use of technology is changing service
- service within an organization/between organizations
- the future of service.
「Nielsen BookData」 より