Service Leadership : The Quest for Competitive Advantage - Svafa Gronfeldt

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Service Leadership

The Quest for Competitive Advantage

By: Svafa Gronfeldt, Judith Banks Strother

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Paperback | 30 November 2005

At a Glance

Paperback
336 Pages

Dimensions(cm)
25.4 x 17.78 x 1.78

Paperback

$349.80

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The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies-not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.

Key Features:

Shares insight from CEO's on how service leaders think, strategize, and apply tools of the trade to achieve their objectives
Relates chapter content to real world challenges faced by corporations
Includes a discussion on both quantitative and qualitative methods in a service context
Conceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topic
Provides an Instructor's Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabi

Service Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.

Industry Reviews

"Service Leadership moves beyond the theoretical and demonstrates how Actavis and other companies achieve and sustain their competitive advantage through service leadership . . . What makes this book so valuable is the variety of formats from which the reader can choose. The key points, summaries, examples from many companies, and words of wisdom from leaders as diverse as Benjamin Distaeli and Beverly Sills empower readers to develop the strategies that will make them leaders in the competitive marketplaces in which they work and serve." -- Judith E. Shenouda

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