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Service Leadership: The Quest for Competitive Advantage

Service Leadership: The Quest for Competitive Advantage

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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
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.

Mehr zum Thema

    Business / Economics / Finance; BUSINESS & ECONOMICS / Customer Relations; BUSINESS & ECONOMICS / Marketing / General; BUSINESS & ECONOMICS / Leadership

Produktdetails

Autor: Svafa Gronfeldt
ISBN-13: 9781412913744
ISBN: 1412913748
Einband: Buch
Seiten: 336
Gewicht: 767 g
Format: 259x185x23 mm
Sprache: Englisch
Autor: Svafa Gronfeldt, Judith Banks Strother
Svafa Grönfeldt is Deputy to the CEO of Actavis Group, one of the world's largest and fastest growing generic pharmaceutical companies. Her major role is to streamline strategy and structural design with the purpose of facilitating growth and adaptability of the company and its subsidiaries through out the world. She received her Ph.D. in Industrial Relations from the London School of Economics and Political Science, where her major focus was on service orientation and management. For the past 9 years, she has also been a member of the faculty of economics and business administration at the University of Iceland.
Currently her work takes her throughout the world and is mainly focused on aligning strategy, structure, and the talent of Actavis key personnel in five continents and 32 countries. Dr. Grönfeldt joined Actavis in 2004 as Chief Executive of Strategy and Organizational Development. Prior of joining Actavis she was the County-Managing Partner for Deloitte Consulting in Iceland and was a member of Deloitte's EMEA leadership team; before that, she was a partner in and Director of Research and Development for IMG Gallup. Her consulting and academic career has mainly been focused on leadership coaching and service strategic formulation, and her research projects include numerous occupational and benchmarking studies for companies in the private and public sectors, including numerous longitudinal and cross-cultural studies.

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Autor: Svafa Gronfeldt
ISBN-13:: 9781412913744
ISBN: 1412913748
Erscheinungsjahr: 01.12.2005
Verlag: SAGE PUBN
Gewicht: 767g
Seiten: 336
Sprache: Englisch
Sonstiges: Buch, 259x185x23 mm