Achieving service excellence : maximizing enterprise performance through innovation and technology / C.M. Chang.

Format:

Book

Author/Creator:

Chang, C. M. (Ching Ming), 1935-2024, author.

Series:

2014 digital library.

Service systems and innovations in business and society collection. 2326-2699.

Service systems and innovations in business and society collection, 2326-2699

Language:

English

Subjects (All):

Service industries.

Physical Description:

1 online resource (148 p.)

Edition:

First edition.

Place of Publication:

New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2014.

Language Note:

English

Summary:

As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services, namely, enhancing the strategic differentiation and operational excellence of their service enterprises; obviously, these executives and their employees need to develop the knowledge and skills required to achieve such success. This book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue, how to justify projects financially, how to manage the development projects for innovative services, how to reach out to customers, and how to offer them superior service support.

Contents:

Preface

1. Service growth

2. Strategic differentiation

3. Operational excellence

4. Take charge, conclusions

Notes

References

Index.

Notes:

Part of: 2014 digital library.

Includes bibliographical references (pages 121-126) and index.

Title from PDF title page (viewed on January 4, 2014).

ISBN:

1-60649-545-3

OCLC:

864382092