Building a World Class Service Organization (Assessment Tool)
Business & Finance, Marketing & Sales, International
| Author: | Jochen Wirtz | ISBN: | 9781944659479 |
| Publisher: | World Scientific Publishing Company | Publication: | October 31, 2017 |
| Imprint: | WS PROFESSIONAL | Language: | English |
| Author: | Jochen Wirtz |
| ISBN: | 9781944659479 |
| Publisher: | World Scientific Publishing Company |
| Publication: | October 31, 2017 |
| Imprint: | WS PROFESSIONAL |
| Language: | English |
Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the 13th volume in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This volume provides a summary of how a world-class service organization looks like as well as an assessment tool to evaluate the organization within each of the three functional areas of marketing, operations, and human resources.
The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.
Readership: Business and Marketing students at MBA and eMBA level; marketing professionals and practitioners.
Key Features:
- There are many books on service management in the market, but most are narrowly focused and/or based on anecdotal evidence. This new book is the first to rigorously cover key aspects of services marketing and management, and that is routed in sound academic research. This book bridges the gap between cutting-edge academic research and practitioners
- The book makes extant academic knowledge easily accessible. For example, each chapter features an organizational framework that provides an overview of core concepts at a glance, and it ends with a succinct chapter summary in bullet points
- The book features global best practices and latest trends; it takes on a global perspective with about 40% of all examples originating from the Americas, 30% from Europe and 30% from Asia
Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. Building a World-Class Service Organisation is the 13th volume in the Winning in Service Markets series by services marketing expert Jochen Wirtz. This volume provides a summary of how a world-class service organization looks like as well as an assessment tool to evaluate the organization within each of the three functional areas of marketing, operations, and human resources.
The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.
Readership: Business and Marketing students at MBA and eMBA level; marketing professionals and practitioners.
Key Features:
- There are many books on service management in the market, but most are narrowly focused and/or based on anecdotal evidence. This new book is the first to rigorously cover key aspects of services marketing and management, and that is routed in sound academic research. This book bridges the gap between cutting-edge academic research and practitioners
- The book makes extant academic knowledge easily accessible. For example, each chapter features an organizational framework that provides an overview of core concepts at a glance, and it ends with a succinct chapter summary in bullet points
- The book features global best practices and latest trends; it takes on a global perspective with about 40% of all examples originating from the Americas, 30% from Europe and 30% from Asia
