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- 2001094263 contributor B8971970.
- 2001094263 created "c2002.".
- 2001094263 date "2002".
- 2001094263 date "c2002.".
- 2001094263 dateCopyrighted "c2002.".
- 2001094263 description "Includes bibliographical references (p. 403-421) and index.".
- 2001094263 description "Machine generated contents note: 1. Strategic Service Management: What is Meant by 'Strategic'? -- What is strategy? -- The strategy-making process -- The content of strategy -- Summary -- 2. Competitive Advantage -- Definition and sources of competitive advantage -- The rest of the book -- Summary -- 3. Competitive Scope and the Service Concept -- Identification and segmentation of available markets -- The competitive scope decision -- The service concept -- Summary -- 4. Designing the Service-Price Offer -- The distinguishing characteristics of services -- Service design: competitive strategy in action -- The elements of service design -- The service design and development process -- Price -- The service-price offer -- Bridging the perceptions gap -- Summary -- 5. Service Attributes -- Passenger airline service attributes -- Service processes -- Service encounters -- Servicescapes -- Conclusion -- 6. Managing Communications -- Brand identity and image revisited -- Communication objectives -- External communications: customers -- External communications: other stakeholders -- Internal communications -- Development of an integrated communications programme -- Conclusion -- 7. Managing Service Delivery -- Processes -- Resources, tasks, and activities -- Organizational architecture -- Conclusion -- 8. Managing Relationships -- Stakeholder networks -- Employee relationships -- Customer relationships -- Collaborative relationships -- Conclusion -- 9. Managing Performance -- Performance management systems -- The micro-level: service failure and recovery -- The macro-level: organizational performance as a whole -- 10. Change, Creativity, and Innovation -- Change -- Creativity -- Innovatioir -- Conclusion -- References -- Index.".
- 2001094263 extent "xvi, 436 p. :".
- 2001094263 identifier "0754615588".
- 2001094263 identifier 2001094263.html.
- 2001094263 issued "2002".
- 2001094263 issued "c2002.".
- 2001094263 language "eng".
- 2001094263 publisher "Aldershot, Hants, England ; Burlington, VT, USA : Ashgate,".
- 2001094263 subject "387.7/068 21".
- 2001094263 subject "Airlines Management.".
- 2001094263 subject "HE9781 .H646 2002".
- 2001094263 subject "Success in business.".
- 2001094263 tableOfContents "Machine generated contents note: 1. Strategic Service Management: What is Meant by 'Strategic'? -- What is strategy? -- The strategy-making process -- The content of strategy -- Summary -- 2. Competitive Advantage -- Definition and sources of competitive advantage -- The rest of the book -- Summary -- 3. Competitive Scope and the Service Concept -- Identification and segmentation of available markets -- The competitive scope decision -- The service concept -- Summary -- 4. Designing the Service-Price Offer -- The distinguishing characteristics of services -- Service design: competitive strategy in action -- The elements of service design -- The service design and development process -- Price -- The service-price offer -- Bridging the perceptions gap -- Summary -- 5. Service Attributes -- Passenger airline service attributes -- Service processes -- Service encounters -- Servicescapes -- Conclusion -- 6. Managing Communications -- Brand identity and image revisited -- Communication objectives -- External communications: customers -- External communications: other stakeholders -- Internal communications -- Development of an integrated communications programme -- Conclusion -- 7. Managing Service Delivery -- Processes -- Resources, tasks, and activities -- Organizational architecture -- Conclusion -- 8. Managing Relationships -- Stakeholder networks -- Employee relationships -- Customer relationships -- Collaborative relationships -- Conclusion -- 9. Managing Performance -- Performance management systems -- The micro-level: service failure and recovery -- The macro-level: organizational performance as a whole -- 10. Change, Creativity, and Innovation -- Change -- Creativity -- Innovatioir -- Conclusion -- References -- Index.".
- 2001094263 title "Airlines : managing to make money / Stephen Holloway.".
- 2001094263 type "text".