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Best face forward : why companies must improve their service interfaces with customers / Jeffrey F. Rayport, Bernard J. Jaworski.
Table of contents Available online
View onlineLippincott Library HF5415.5 .R393 2005
Available
- Format:
- Book
- Author/Creator:
- Rayport, Jeffrey F.
- Language:
- English
- Subjects (All):
- Customer services--Management.
- Customer services.
- Service industries--Technological innovations--Management.
- Service industries.
- Competition.
- Physical Description:
- xxi, 262 pages : illustrations ; 25 cm
- Place of Publication:
- Boston, Mass. : Harvard Business School Press, [2005]
- Summary:
- As automation takes over "front office" roles in customer relationship management, the authors propose guiding principles and offer a practical auditing tool to determine how humans and machines can best collaborate in mediating critical customer interaction.
- Contents:
- Interface as the next frontier of competitive advantage
- The interface imperative
- The front-office revolution
- What people do best
- What machines do best
- Putting the amalgam of people and machines to work
- Managing interface systems
- The interface audit.
- Notes:
- Includes bibliographical references ([229]-247) and index.
- ISBN:
- 0875848672
- OCLC:
- 54372520
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