Winning the Service Game

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Harvard Business School Press, 1995 - Business & Economics - 295 pages
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Winning the Service Game details an explicit set of rules by which organizations can meet customer expectations and needs as well as capitalize on customer competencies as a source of competitive advantage. Drawing on an extensive body of research, the authors reveal the important relationships across three tiers in any service organization--customers, front-line workers, and management--and demonstrate how management can ensure that all three tiers work in harmony to produce an environment where employees flourish and customers experience superior service. "A no-nonsense guide interspersed with tips for service firms."--Publishers Weekly "One of the most comprehensive books on service marketing that we have seen in a long time."--Business Marketing

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Winning the service game

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Schneider and Bowen, university professors of psychology and management, respectively, combine theories of human resources, marketing, and management in this practical, timely, how-to guide to ... Read full review

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