For managers and executives concerned with developing successful service standards, this book is based on research from an EIU report. The material has been expanded to explore issues such as why so many service initiatives fail and how service standards and profitability might be improved.
Service companies now account for a very large portion of the world's economic activity, and finding a formula for managing them successfully, for profit, has become an enormous challenge. This book illustrates how a number of international companies have achieved service success. It incudes a survey of 30 companies and shows the relationship of their culture to their success, together with 19 detailed case studies with in-depth insight from international organisations.

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Serie / Reihe: The EIU Series

Personen: Irons, Ken

Standort: BSP

Schlagwörter: Management Dienstleistung Dienstleistungsbetrieb