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Market Leader Through Service Excellence

World-Class Approaches to Managing Excellent Services

Herausgegeben von Prof. Dr. Matthias Gouthier

Nomos,  2023, 237 Pages, E-Book

ISBN 978-3-7489-3370-0

54,00 € incl. VAT
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Excellent service does not just happen by itself. Best-in-class companies worldwide use concepts that have established themselves under the label “service excellence.” The edited volume “Market Leader Through Service Excellence – World-Class Approaches to Managing Excellent Services” is dedicated to the essential question of how service excellence is implemented and lived by and in successful companies. The structure of the book is based on the model of service excellence as it is anchored in the ISO standard 23592:2021. To this end, proven experts from various industries present best practices demonstrating successful ways to implement service excellence.
With contributions from
Ferri Abolhassan, Björn Becker, Sabine Börnsen, Philippe Clarinval, Svenja Daniel, Matthias Gouthier, Enrico Jensch, Juliane Köninger, Michael Moritz, Christian Polenz, Matthias Raquet, Christopher Rastin, Carsten K. Rath and Kristina Rodig.

»On the journey to create ‘customers for life’, nothing is more endearing than exceptional service experiences. In ‘Market Leader Through Service Excellence’, Dr. Gouthier provides both the inspiration and playbook to help leaders convert service excellence from worthy aspiration into operational reality.«
Wayne Simmons, Customer Experience Leader at Bayer Pharmaceuticals, and member
of the Customer Experience Professionals Association (CXPA) board of directors

»Matthias Gouthier describes in this book the new global service excellence standard with many business examples that inspire readers to start or continue their service excellence journey. A must-read work for every top-service professional.«
Dr. Jean-Pierre Thomassen, Chairman, Dutch Service Excellence Foundation

»A very nice treatment [...]
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