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Service Leadership
The Quest for Competitive Advantage
- Svafa Gronfeldt - IMG Deloitte
- Judith Strother - Florida Institute of Technology, USA
December 2005 | 336 pages | SAGE Publications, Inc
Providing a solid focus on strategy throughout the text, this book introduces and operationalizes a new concept - service leadership. The authors provide discussions of methods associated with the identification and tracking of customer needs in a strategic and design process context. The book integrates the use of applications and measurements and incorporates extensive cases and interviews from executives at large multinational corporations, representing various countries and cultures.
Foreword
Acknowledgments
Interview: The Power of Leadership
Chapter 1 Introduction
Part I Strategizing the Promise
Interview The Power of the Strategist
Chapter 2 Looking Back on Service
Chapter 3 Leading the Service Wave
Chapter 4 Formulating Strategic Promises
Part II Designing the Process
Interview The Power of the Transformer
Chapter 5 Developing the Service Strategy
Chapter 6 Designing the Service Process
Chapter 7 Strategizing for Service Recovery
Chapter 8 Designing Service Metrics
Part III Engaging the Providers
Interview The Power of the providers
Chapter 9 Activating customer orientation
Chapter 10 Managing service organizations
Chapter 11 Implementing HR Policies for Service Organizations
Chapter 12 Building and maintaining an effective service leadership culture
Index
About the Authors
This book is very simple to read and understand main things about how to make service excellent. I gave them practical examples as case studies and practical task as classworks or exam questions. Students have done them with pleasure.
Business Administration , Kaunas University of Technology
October 9, 2012
