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Service-ability : = create a custome...

Robson, Kevin.

Service-ability : = create a customer centric culture and gain competitive advantage /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Service-ability :/ Kevin Robson.
Reminder of title:	create a customer centric culture and gain competitive advantage /
Author:	Robson, Kevin.
Published:	Chichester, U.K. :Wiley, : 2013.,
Description:	xvi, 261 p. :ill. ; : 24 cm.;
Subject:	Customer services. -
ISBN:	9781118345566 (Cloth) :

Service-ability : = create a customer centric culture and gain competitive advantage /
Robson, Kevin.

Service-ability :create a customer centric culture and gain competitive advantage /Kevin Robson. - Chichester, U.K. :Wiley,2013. - xvi, 261 p. :ill. ;24 cm.

Includes bibliographical references and index.

Ostensibly, customer service lies in the area of marketing and strategy, however Service-Ability is also about management and organizational behaviour, and the book ranges deeply into these areas to make its point. The scope of Marketing has changed in the last ten years and the books key argument is the need to re-think the way we structure, manage, lead and organize our corporate bodies to be better able to achieve total customer centricity and develop lasting relationships with customers.

ISBN: 9781118345566 (Cloth) :NT1183

LCCN: 2012540502Subjects--Topical Terms:

568463
Customer services.

LC Class. No.: HF5415.5 / .R628 2013

Dewey Class. No.: 658.812

Service-ability : = create a customer centric culture and gain competitive advantage /
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020 $a 1118345568 (Cloth)
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050 0 0 $a HF5415.5 $b .R628 2013
082 0 4 $a 658.812 $2 23
100 1 $a Robson, Kevin. $3 931540
245 1 0 $a Service-ability : $b create a customer centric culture and gain competitive advantage / $c Kevin Robson.
260 # $a Chichester, U.K. : $c 2013. $b Wiley,
300 $a xvi, 261 p. : $b ill. ; $c 24 cm.
504 $a Includes bibliographical references and index.
520 # $a Ostensibly, customer service lies in the area of marketing and strategy, however Service-Ability is also about management and organizational behaviour, and the book ranges deeply into these areas to make its point. The scope of Marketing has changed in the last ten years and the books key argument is the need to re-think the way we structure, manage, lead and organize our corporate bodies to be better able to achieve total customer centricity and develop lasting relationships with customers.
520 # $a Leadership.
650 # 0 $a Customer services. $3 568463
650 # 0 $a Consumer satisfaction. $3 562610