Achieving service excellence : maximizing enterprise performance through innovation and technology / C.M. Chang.
By: Chang, C. M. (Ching Ming) [author.].
Material type:
BookSeries: 2014 digital library: ; Service systems and innovations in business and society collection: Publisher: New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2014Edition: First edition.Description: 1 online resource (xiv, 130 pages).Content type: text Media type: computer Carrier type: online resourceISBN: 9781606495452 (e-book).Subject(s): Service industries | strategic differentiation | operational excellence | service excellence | engineers and service professionals | skills and knowledge | innovation and technologyGenre/Form: Electronic books.DDC classification: 338.4 Online resources: Click to View | Item type | Current location | Collection | Call number | URL | Copy number | Status | Date due | Item holds |
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E-book
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IUKL Library | Subscripti | https://ebookcentral.proquest.com/lib/kliuc-ebooks/detail.action?docID=1565905 | 1 | Available |
Part of: 2014 digital library.
Includes bibliographical references (pages 121-126) and index.
Preface -- 1. Service growth -- 2. Strategic differentiation -- 3. Operational excellence -- 4. Take charge, conclusions -- Notes -- References -- Index.
Access restricted to authorized users and institutions.
As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services, namely, enhancing the strategic differentiation and operational excellence of their service enterprises; obviously, these executives and their employees need to develop the knowledge and skills required to achieve such success. This book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue, how to justify projects financially, how to manage the development projects for innovative services, how to reach out to customers, and how to offer them superior service support.
Title from PDF title page (viewed on January 4, 2014).
Electronic reproduction. Ann Arbor, MI : ProQuest, 2015. Available via World Wide Web. Access may be limited to ProQuest affiliated libraries.
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