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Bibliographic Details
Title:	Winning the service game
From:	Benjamin Schneider ; David E. Bowen
Person:	Schneider, Benjamin Verfasser aut Bowen, David E.
Main Authors:	Schneider, Benjamin (Author), Bowen, David E. (Author)
Format:	Book
Language:	English
Published:	Boston, Mass. Harvard Business School Press 1995
Subjects:	Kundendienst Management Kundenmanagement
Online Access:	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007059286&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
Physical Description:	XI, 295 S. graph. Darst.
ISBN:	0875845703

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Record in the Search Index

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adam_text	Contents Preface ix ». Chapter 1 Building a Winning Service Organization by Mastering the Rules of the Game 1 The Customer Tier: Achieving Customer Focus 17 Chapter 2 Meeting Customer Expectations 19 Chapter 3 Respecting Customer Needs 54 Chapter 4 Utilizing Customer Talents 84 The Boundary Tier: Managing Personal and Nonpersonal Customer Contact 107 Chapter 5 Managing Personal Contact through Hiring and Training 109 Chapter 6 Managing Personal Contact through Reward Systems 145 Chapter 7 Managing Nonpersonal Contact with a Personal Touch 174 The Coordination Tier: Creating a Service Culture 197 Chapter 8 Designing a Customer Focused Service System 199 Chapter 9 Creating a Service Culture 236 Notes 261 Index 285 About the Authors 295
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illustrated	Illustrated
indexdate	2024-12-20T09:57:08Z
institution	BVB
isbn	0875845703
language	English
oai_aleph_id	oai:aleph.bib-bvb.de:BVB01-007059286
oclc_num	266179137
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owner	DE-945 DE-384 DE-1049 DE-19 DE-BY-UBM DE-2070s
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physical	XI, 295 S. graph. Darst.
publishDate	1995
publishDateSearch	1995
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publisher	Harvard Business School Press
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spellingShingle	Schneider, Benjamin Bowen, David E. Winning the service game Kundendienst (DE-588)4135134-4 gnd Management (DE-588)4037278-9 gnd Kundenmanagement (DE-588)4236865-0 gnd
subject_GND	(DE-588)4135134-4 (DE-588)4037278-9 (DE-588)4236865-0
title	Winning the service game
title_auth	Winning the service game
title_exact_search	Winning the service game
title_full	Winning the service game Benjamin Schneider ; David E. Bowen
title_fullStr	Winning the service game Benjamin Schneider ; David E. Bowen
title_full_unstemmed	Winning the service game Benjamin Schneider ; David E. Bowen
title_short	Winning the service game
title_sort	winning the service game
topic	Kundendienst (DE-588)4135134-4 gnd Management (DE-588)4037278-9 gnd Kundenmanagement (DE-588)4236865-0 gnd
topic_facet	Kundendienst Management Kundenmanagement
url	http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007059286&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
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