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- catalog contributor b10077653.
- catalog created "c1991.".
- catalog date "1991".
- catalog date "c1991.".
- catalog dateCopyrighted "c1991.".
- catalog description "A practical approach to service ; How to get the most value from this book -- pt. I. The importance of service. Some service situations ; Why is service so important? ; What service-oriented organizations do differently from other organizations -- pt. II. Why service is so bad in many organizations. Misdirected focus ; Traditional attitudes toward service ; Misguided or narrow approach to service training ; Outdated attitudes about employees ; Management's contributions to poor service -- pt. III. A blueprint for improving service. Awareness and assessment ; Executive commitment ; Education ; Organizational commitment ; Action ; Evaluation ; Maintenance and review -- pt. IV. How to improve service in your organization. Forty-five specific ideas and strategies ; Putting ideas into action -- pt. V. Good news, bad news : more moments of truth. Burlington coat factory ; The Toronto Four Seasons hotel ; T.G.I. Friday's restaurant ; Guardian alarm systems ; American Electric Supply, Inc. ; Docktor pet center ; Walgreen's ; Commander's Palace ; Sears ; Southern Bell and SouthernNet ; Loral electronics systems ; J.C. Penney ; The San Juan convention center -- pt. Vi. Improving service in nonprofits. Service is important in the public sector ; Similarities between private and public sectors ; Why service is so poor in the public sector ; How to improve service in the public sector ; Examples of what is being done -- pt. VII. Providing service during and after a reorganization -- Appendix A : An organizational self-assessment -- Appendix B : Sample vision statements.".
- catalog description "Includes bibliographical references (p. 329-333) and index.".
- catalog extent "ix, 342 p. :".
- catalog identifier "0801980070 (pbk.) :".
- catalog issued "1991".
- catalog issued "c1991.".
- catalog language "eng".
- catalog publisher "Radnor, Pa. : Chilton Book Co.,".
- catalog subject "658.8/12 20".
- catalog subject "Customer services Case studies.".
- catalog subject "HF5415.5 .D57 1991".
- catalog tableOfContents "A practical approach to service ; How to get the most value from this book -- pt. I. The importance of service. Some service situations ; Why is service so important? ; What service-oriented organizations do differently from other organizations -- pt. II. Why service is so bad in many organizations. Misdirected focus ; Traditional attitudes toward service ; Misguided or narrow approach to service training ; Outdated attitudes about employees ; Management's contributions to poor service -- pt. III. A blueprint for improving service. Awareness and assessment ; Executive commitment ; Education ; Organizational commitment ; Action ; Evaluation ; Maintenance and review -- pt. IV. How to improve service in your organization. Forty-five specific ideas and strategies ; Putting ideas into action -- pt. V. Good news, bad news : more moments of truth. Burlington coat factory ; The Toronto Four Seasons hotel ; T.G.I. Friday's restaurant ; Guardian alarm systems ; American Electric Supply, Inc. ; Docktor pet center ; Walgreen's ; Commander's Palace ; Sears ; Southern Bell and SouthernNet ; Loral electronics systems ; J.C. Penney ; The San Juan convention center -- pt. Vi. Improving service in nonprofits. Service is important in the public sector ; Similarities between private and public sectors ; Why service is so poor in the public sector ; How to improve service in the public sector ; Examples of what is being done -- pt. VII. Providing service during and after a reorganization -- Appendix A : An organizational self-assessment -- Appendix B : Sample vision statements.".
- catalog title "How to provide excellent service in any organization : a blueprint for making all the theories work / Jeffrey E. Disend.".
- catalog type "Case studies. fast".
- catalog type "text".