Service-ability : create a customer centric culture and gain competitive advantage /
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 i...
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| Format: | eBook |
| Language: | English |
| Language Notes: | English. |
| Published: |
Chichester, West Sussex, United Kingdom :
Wiley,
2013.
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| Subjects: | |
| Online Access: | Connect to the full text of this electronic book |
| 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. |
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| Physical Description: | 1 online resource (xvi, 261 pages) |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 9781118457870 1118457870 9781118457856 1118457854 1283835207 9781283835206 1119208351 9781119208358 |