02197cam a2200301 a 4500 663891 BD-DhUL 20161226120856.0 940817s1995 maua b 001 0 eng 94034590 0875845703 alkaline paper 663891 TOC eng TOC XNTU BD-DhUL 658.812 20 SCW Schneider, Benjamin, 1938- Winning the service game / Benjamin Schneider, David E. Bowen. Boston, Mass. : Harvard Business School Press, c1995. xi, 295 p. : ill. ; 25 cm. Includes index. Bibliography: p. 261-283. Ch. 1. Building a Winning Service Organization by Mastering the Rules of the Game -- The Customer Tier: Achieving Customer Focus. Ch. 2. Meeting Customer Expectations. Ch. 3. Respecting Customer Needs. Ch. 4. Utilizing Customer Talents -- The Boundary Tier: Managing Personal and Nonpersonal Customer Contact. Ch. 5. Managing Personal Contact through Hiring and Training. Ch. 6. Managing Personal Contact through Reward Systems. Ch. 7. Managing Nonpersonal Contact with a Personal Touch -- The Coordination Tier: Creating a Service Culture. Ch. 8. Designing a Customer-Focused Service System. Ch. 9. Creating a Service Culture. Companies that master the rules of the service game can outperform the competition. The key to winning is understanding that the customer experiences the way an organization is managed - from the treatment of the employees to the condition of the physical facilities. Winning the Service Game presents over fifty explicit rules for creating and managing a culture dedicated to delivering seamless service quality - service that, to the customer, feels like a piece of whole cloth with all the threads woven together. This groundbreaking book shows that in such an environment, employees flourish and customers experience the positive "moments of truth" that bind them to the organization. Customer services Management. Employees Training of. Incentives in industry. Bowen, David Earl. ddc BK 141373 141373 0 0 ddc 0 658_812000000000000_SCW 0 NFIC 266922 DUL DUL GEN 2016-12-26 Gift 658.812 SCW 403397 2016-12-26 2016-12-26 BK