The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business Structures
ISBN-13:
9780814405277
ISBN-10:
0814405274
Edition:
1 Ed
Author:
Barbara A. Gutek, Theresa M. Welsh
Publication date:
2000
Publisher:
Amacom Books
Format:
Hardcover
316 pages
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Book details
ISBN-13:
9780814405277
ISBN-10:
0814405274
Edition:
1 Ed
Author:
Barbara A. Gutek, Theresa M. Welsh
Publication date:
2000
Publisher:
Amacom Books
Format:
Hardcover
316 pages
Summary
The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business Structures (ISBN-13: 9780814405277 and ISBN-10: 0814405274), written by authors
Barbara A. Gutek, Theresa M. Welsh, was published by Amacom Books in 2000.
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Description
The Brave New Service Strategy, delves into the evolution of service delivery and identifies three ways to forge links with customers: the relationship - where the customer personally knows the service provider and expects to interact with the same person again and again; the encounter - where the customer may know the organization but receives the service from whoever is available; and the pseudo-relationship - service delivered in an encounter structure but made to feel like a relationship.
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