Taylor's Library

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

By: Tschohl, John.
Publisher: Petaling Jaya : Advantage Quest, c2001Description: xii, 199 p. ; 23 cm.ISBN: 9832349028 (pbk).Other title: Speed, technology, and price built around service.Subject(s): Customer services | Electronic commerceDDC classification: 658.84
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.
Item type Current location Shelf location Call number Copy number Status Notes Date due Barcode
Main Collection Taylor's Library-TU

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

 658.84 TSC (Browse shelf) 1 Available SHTEx,70002,03,GR 5000036159
Main Collection Taylor's Library-TU

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

 658.84 TSC (Browse shelf) 1 Available TBSxx,34007,03,GR 5000159128

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.