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

By:

Robson, Kevin

Material type: Text

TextPublication details: Chichester, U.K. : Wiley, 2013.Description: xvi, 261 p. : ill. ; 24 cmISBN:

9781118345566
1118345568

Subject(s):

DDC classification:

658.812 ROB 2013 23169 23169

Online resources:

Summary: 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.Summary: Leadership.

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Holdings
Item type	Current library	Collection	Call number	Status	Date due	Barcode
Books	RLKU Library & Information Resource Center Law	Law	658.812 ROB 2013 23169 (Browse shelf(Opens below))	Available		23169

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.

Leadership.

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