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Service excellence in organizations.. Volume II : eight key steps to follow and achieve it / Fiona Urquhart.

By: Material type: TextTextSeries: Service systems and innovations in business and society collectionsPublisher: New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, [(c)2019.]Edition: First editionDescription: 1 online resource (119 pages) : illustrations (some color)Content type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 9781949991185
Subject(s): Genre/Form: Additional physical formats: Print version:: No titleLOC classification:
  • HF5415.5
Online resources: Available additional physical forms:
Contents:
Overview -- t Chapter 1. Energize, excite, elate -- Chapter 2. Embed -- Chapter 3. Extend -- About the author -- Index.
Abstract: This book is structured in two volumes. Volume I deals with the basic tenets of service excellence, while Volume II suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples used by some of the companies we know and love; both also contain a self-assessment diagnostic tool that enables organizations to identify where they have built significant strengths in terms of service excellence and where opportunities to enhance their operations exist.This second volume of the book focuses on approaches that will embed excellence, promote loyalty and advocacy, and ensure freshness of a product or service offering. These are all aspects that help to deliver sustainability for the organization, representing some of the robust strategies available to organizations, building on earlier robust strategies of outside-in thinking, branding, segmentation, quality, and trust building explored in the first volume.
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Item type Current library Collection Call number URL Status Date due Barcode
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) G. Allen Fleece Library ONLINE HF5415.5 (Browse shelf(Opens below)) Link to resource Available BEP9781949991185
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) G. Allen Fleece Library Non-fiction HF5415.5 (Browse shelf(Opens below)) Link to resource Available 9781949991185

Overview -- t Chapter 1. Energize, excite, elate -- Chapter 2. Embed -- Chapter 3. Extend -- About the author -- Index.

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This book is structured in two volumes. Volume I deals with the basic tenets of service excellence, while Volume II suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples used by some of the companies we know and love; both also contain a self-assessment diagnostic tool that enables organizations to identify where they have built significant strengths in terms of service excellence and where opportunities to enhance their operations exist.This second volume of the book focuses on approaches that will embed excellence, promote loyalty and advocacy, and ensure freshness of a product or service offering. These are all aspects that help to deliver sustainability for the organization, representing some of the robust strategies available to organizations, building on earlier robust strategies of outside-in thinking, branding, segmentation, quality, and trust building explored in the first volume.

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Description based on PDF viewed 07/25/2019.

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