Market Leader Through Service Excellence
Published by
Prof. Dr. Matthias Gouthier
Nomos, 1. Edition 2023, 237 Pages
The product is part of the series
Reihe Dienstleistungsmanagement | Dienstleistungsmarketing
Details
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.
More Information
| Edition | 1 |
|---|---|
| ISBN | 978-3-8487-7520-0 |
| Subtitle | World-Class Approaches to Managing Excellent Services |
| Publication Date | Jan 13, 2023 |
| Year of Publication | 2023 |
| Publisher | Nomos |
| Format | Softcover |
| Language | englisch |
| Pages | 237 |
| Copyright Year | 2023 |
| Review | »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 of topical, yet still somewhat unstructured domain of service excellence. I found the detailed coverage of key aspects particularly useful.« Tuulia Timonen, Head of PSC Service Excellence, Posti Group »I loved reading ‘Market Leader Through Service Excellence!’ It is packed with great ideas and practical advice, and I wholeheartedly recommend it to anyone who wants to embark on a journey towards service excellence!« Professor Jochen Wirtz, Vice Dean MBA Programmes, National University of Singapore |
| Medium | Book |
| Product Type | Scientific literature |
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- Additional Material
- Cover.pdf