Service Strategy, 2nd Edition
Management Moves for Customer Results
By Jacques Horovitz
Financial Times / Pearson Education Limited
220 Pages, Illustrated, 6 ½" x 9 ½"
Looking at issues like segmentation, measurement, loyalty and people this book
provides a systematic approach to service strategy, distilled from over twelve
years work with over 100 companies. The second edition is thoroughly revised,
adding even more practical advice, checklists and case studies as well as an
entirely new chapter "Managing company processes around the customers- the hard
side for getting things done" on the nitty gritty of implementation.
Each chapter introduces a step-by-step approach which the reader can easily
use in their business. Drawing on personal experience of working with many companies
in a number of sectors, Horovitz has outlined the "dos" and "don'ts" - mistakes
made over and over again by many companies. Each chapter concludes with the
questions one should ask for self-diagnosis and to help the reader get started
on the path of improving their company's service levels.
Dr Jacques Horovitz is Professor of Service Strategy Marketing and Management
at IMD (the International Institute for Management Development) in Lausanne,
Switzerland. He has worked in service marketing within several businesses including
ClubMed and EuroDisney. He created a pan-European consulting company through
which he advised CEOs of over 100 companies and has been Managing Director of
a retail group with 800 stores in 15 countries. Dr Horovitz has extensively
researched service, relationship marketing and customer bonding. He is the author
of Quality Service (1987) a bestseller translated into ten languages, Fifty
Rules of Zero Defect Service (1989), and Total Customer Satisfaction (1992).
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