000			01844cam a2200349 a 4500
001			17711316
003			OSt
005			20250214122104.0
008			130425s2013 enka e b 001 0 eng
010			_a 2012540502
020			_a9781118345566
020			_a1118345568
035			_a(OCoLC)ocn823690854
040			_aAU@ _beng _cAU@ _dOCLCO _dUAB _dDLC
042			_alccopycat
082	0	4	_a658.812 ROB 2013 23169 _b23169
100	1		_aRobson, Kevin. _91786
245	1	0	_aService-ability : _bcreate a customer centric culture and gain competitive advantage / _cKevin Robson.
260			_aChichester, U.K. : _bWiley, _c2013.
300			_axvi, 261 p. : _bill. ; _c24 cm.
504			_aIncludes bibliographical references and index.
520			_aOstensibly, 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			_aLeadership.
650		0	_aCustomer services. _91414
650		0	_aConsumer satisfaction. _91787
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/enhancements/fy1310/2012540502-d.html
856	4	1	_3Table of contents only _uhttp://www.loc.gov/catdir/enhancements/fy1310/2012540502-t.html
856	4	2	_3Contributor biographical information _uhttp://www.loc.gov/catdir/enhancements/fy1311/2012540502-b.html
906			_a7 _bcbc _ccopycat _d2 _encip _f20 _gy-gencatlg
942			_2ddc _cBK _n0
999			_c18640 _d18640