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.  

Managing Service Organizations

Managing service organizations

Human, not financial, capital must be the starting point and ongoing foundation of a successful strategy.

—Bartlett and Ghoshal26


After completing this chapter, you should be able to

  • Understand why new management styles are needed in the new service organization
  • Understand the changes needed in managerial roles and objectives
  • Understand various models of strategy formulation
  • Understand why managerial communication is critical to organizational success

A Changing Managerial World

The past three decades have imposed dramatic challenges on organizations in general and on the managers within those organizations in particular. Virtually all managers are aware of the rate at which the world around them is changing, but many do not know how to react to these changes, much less how to be proactive in ...

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