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Seven Secrets Of Service Strategy

Seven Secrets Of Service Strategy

by JacquesHorovitz (Author)

  • Used

    Hardcover 1999

    $4.24
Synopsis

Seven Secrets of Service Strategy reveals how to compete through service differentiation by concentrating on the creation of a valuable 'service culture' and customer loyalty programmes that improve customer satisfaction..

$4.24

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Quantity

2 in stock

More Information

Format: Hardcover
 Pages: 160
 Edition: 1
 Publisher: Financial Times/ Prentice Hall
Published: 14 Dec 1999
ISBN 10: 0273635778
ISBN 13: 9780273635772

Author Bio
Dr Jacques Horovitz is Professor of Service Strategy Marketing and Management at IMD (the International Institute for Management Development) in Lausanne, Switzerland. He has worked in service marketing within several businesses including ClubMed and EuroDisney. He created a pan-European consulting company through which he advised CEOs of over 100 companies and has been Managing Director of a retail group with 800 stores in 15 countries. Dr Horovitz has extensively researched service, relationship marketing and customer bonding. He is tech author of Quality Service (1987) a bestseller translated into ten languages, Fifty Rules of Zero Defect Service (1989), and Total Customer Satisfaction (1992).