Schneider, Benjamin, 1938- Winning the service game / [electronic resource] / Benjamin Schneider, David E. Bowen.. — Boston, Mass. : : Harvard Business School Press,, c1995.. — xi, 295 p. : : ill. ; 25 cm.

Includes bibliographical references (p. 261-283) and index.

Building a winning service organization by mastering the rules of the game -- Meeting customer expectations -- Respecting customer needs -- Utilizing customer talents -- Managing personal contact through hiring and training -- Managing personal contact through reward systems -- Managing nonpersonal contact with a personal touch -- Designing a customer-focused service system -- Creating a service culture.



ISBN: 0875845703 (alk. paper) 9780875845708 (alk. paper)

LCCN: 94034590

Subjects--Topical Terms:
Customer services--Management.
Employees--Training of.
Incentives in industry.
Kwaliteitszorg.
Klantenservice.
Service à la clientèle--Gestion.
Personnel--Formation.
Stimulants dans l'industrie.

LC Class. No.: HF5415.5 / .S34 1995

Dewey Class. No.: 658.8/12