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E-Service : speed, technology, and price built around service / John Tschohl.

By: Publication details: Petaling Jaya : Advantage Quest, c2001.Description: xii, 199 p. ; 23 cmISBN:
  • 9832349028 (pbk)
Other title:
  • Speed, technology, and price built around service
Subject(s): DDC classification:
  • 658.84 TSC
Contents:
Introduction. - 1. No business can afford to remain on the sidelines. - 2. It's e-business - or out of business!. - 3. Attract and keep high-performing e-service employees. - 4. Cutting cost to survive. - 5. e-service role models. - 6. The extinction of geographic boundaries. - 7. Speed, price and service. - 8. A new breed: e-CEOs. - 9. The service strategy. - 10. Cannibalize yourself: an internet defense strategy. - 11. Empowering an e-service workforce.- 12. This is supposed to be a service?. - 13. Create a service culture. - 14. Service recovery: take a from customer hell to heaven in 60 seconds. Index.
Holdings
Cover image Item type Current library Home library Collection Shelving location Shelf location Call number Materials specified Vol info Copy number Status Notes Date due Barcode Item holds Item hold queue priority Course reserves
Main Collection Taylor's Library-TU

Floor 4, Shelf 27 , Side 2, TierNo 2, BayNo 2

 658.84 TSC (Browse shelf(Opens below)) 1 Available SHTEx,70002,03,GR 5000036159

Includes index

Introduction. - 1. No business can afford to remain on the sidelines. - 2. It's e-business - or out of business!. - 3. Attract and keep high-performing e-service employees. - 4. Cutting cost to survive. - 5. e-service role models. - 6. The extinction of geographic boundaries. - 7. Speed, price and service. - 8. A new breed: e-CEOs. - 9. The service strategy. - 10. Cannibalize yourself: an internet defense strategy. - 11. Empowering an e-service workforce.- 12. This is supposed to be a service?. - 13. Create a service culture. - 14. Service recovery: take a from customer hell to heaven in 60 seconds. Index.