Service Leadership
- Svafa Gronfeldt
- Judith Strother
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Know about the book -
Service Leadership is written by Svafa Gronfeldt and published by SAGE Publications, Incorporated. It's available with International Standard Book Number or ISBN identification 1412913756 (ISBN 10) and 9781412913751 (ISBN 13).
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.
