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- catalog contributor b5712494.
- catalog created "c1994.".
- catalog date "1994".
- catalog date "c1994.".
- catalog dateCopyrighted "c1994.".
- catalog description "Includes bibliographical references (p. 360-373) and index.".
- catalog description "The Little Airline That Could -- The Creation of Southwest Airlines -- In Pursuit of Product Plus Management -- What Type of Service Are You Offering? -- Service as a Process -- Distinctive Problems Faced by Different Service Categories -- The Core Product as Foundation -- Every Business Competes on Service -- Core and Supplementary Services -- Where's the Leverage? -- User-Friendly versus User-Hostile -- Get Rid of the Customer and the System Runs Fine -- Conflict and Compromise in Service Businesses -- Key Operational Issues -- Creative Thinking and Practical Solutions -- Product Plus Management: In Pursuit of Compatible Goals -- The Search for Compatibility -- The Value Imperative -- In Search of Value -- The Search for Synergy in Service Management -- A Mismatch Between Service Experience and Customer Preferences -- Firstdirect: The Branchless Bank -- Swimming Profitably Against the Tide at Southwest Airlines -- Key Insights -- Service as an Art Form -- Staging the Service Drama -- Service Delivery Systems -- Why the Customer's Viewpoint Is Important -- About the Actors ... -- Who Defines Quality: You or the Customer? -- Defining and Measuring Quality -- A Short History of Quality -- Why TQM Programs Fail -- Understanding Service Quality -- The Way Ahead -- Absolutely, Positively: Systemic Quality at Federal Express -- The Federal Express System -- Backstage at the SuperHub -- Setting Goals for People-Service-Profits -- An Appraisal -- Process and Progress: Understanding the Customer Experience.".
- catalog extent "xiv, 382 p. :".
- catalog hasFormat "Product plus.".
- catalog identifier "0070387982 (recycled, acid-free paper) :".
- catalog isFormatOf "Product plus.".
- catalog issued "1994".
- catalog issued "c1994.".
- catalog language "eng".
- catalog publisher "New York : McGraw-Hill,".
- catalog relation "Product plus.".
- catalog subject "658.8/12 20".
- catalog subject "Competition.".
- catalog subject "Customer services.".
- catalog subject "HF5415.5 .L68 1994".
- catalog tableOfContents "The Little Airline That Could -- The Creation of Southwest Airlines -- In Pursuit of Product Plus Management -- What Type of Service Are You Offering? -- Service as a Process -- Distinctive Problems Faced by Different Service Categories -- The Core Product as Foundation -- Every Business Competes on Service -- Core and Supplementary Services -- Where's the Leverage? -- User-Friendly versus User-Hostile -- Get Rid of the Customer and the System Runs Fine -- Conflict and Compromise in Service Businesses -- Key Operational Issues -- Creative Thinking and Practical Solutions -- Product Plus Management: In Pursuit of Compatible Goals -- The Search for Compatibility -- The Value Imperative -- In Search of Value -- The Search for Synergy in Service Management -- A Mismatch Between Service Experience and Customer Preferences -- Firstdirect: The Branchless Bank -- Swimming Profitably Against the Tide at Southwest Airlines -- Key Insights -- Service as an Art Form -- Staging the Service Drama -- Service Delivery Systems -- Why the Customer's Viewpoint Is Important -- About the Actors ... -- Who Defines Quality: You or the Customer? -- Defining and Measuring Quality -- A Short History of Quality -- Why TQM Programs Fail -- Understanding Service Quality -- The Way Ahead -- Absolutely, Positively: Systemic Quality at Federal Express -- The Federal Express System -- Backstage at the SuperHub -- Setting Goals for People-Service-Profits -- An Appraisal -- Process and Progress: Understanding the Customer Experience.".
- catalog title "Product plus : how product + service = competitive advantage / Christopher Lovelock.".
- catalog type "text".