This issue explains that service management is a total organizational approach that makes customer-perceived value the driving force of a business. Inside you will find models and guidelines that help move an organization toward a customer-focused orientation.aquot;Listening to the Customer: The Concept of a Service-Quality Information Svstem. aquot; Sloan Management ... 25-29. Kasanoff, Bruce. aquot;Are You Ready for Mass Customization?aquot; Training. May 1998, pp. 70-78. Kohnke, Luane. ... aquot;Using Competitive Intelligence to bolster Customer Satisfaction at Douglas Aircraft Company.aquot; National ... Best Practices: Building Your Business With Customer- Focused Solutions.
|Title||:||Service Management: 2000|
|Publisher||:||American Society for Training and Development - 1999|