03115cam a2200577 i 4500 vtls000078771 MTX m eo d cr cn |||m|||a 160715s2014 nyu foab 001 0 eng d 9781606495452 e-book 9781606495445 paperback (OCoLC)867482182 (CaBNVSL)swl00402999 201607151121 staff 201605041219 admin CaBNVSL eng rda CaBNVSL CaBNVSL HD9980.5 .C422 2014 338.4 23 Ebook Chang, C. M. (Ching Ming), 1935-, author. 114499 Achieving service excellence : maximizing enterprise performance through innovation and technology / C.M. Chang. First edition. New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, 2014. 1 online resource (xiv, 130 pages) text rdacontent computer rdamedia online resource rdacarrier Service systems and innovations in business and society collection, 2326-2699 Part of: 2013 digital library. Includes bibliographical references (pages 121-126) and index. Preface -- 1. Service growth -- 2. Strategic differentiation -- 3. Operational excellence -- 4. Take charge, conclusions -- Notes -- References -- Index. Access restricted to authorized users and institutions. As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services, namely, enhancing the strategic differentiation and operational excellence of their service enterprises; obviously, these executives and their employees need to develop the knowledge and skills required to achieve such success. This book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue, how to justify projects financially, how to manage the development projects for innovative services, how to reach out to customers, and how to offer them superior service support. Also available in print. Mode of access: World Wide Web. System requirements: Adobe Acrobat reader. Title from PDF title page (viewed on January 4, 2014). Service industries. 114500 strategic differentiation operational excellence service excellence engineers and service professionals skills and knowledge innovation and technology Print version: 9781606495445 2013 digital library. 114477 Service systems and innovations in business and society collection. 2326-2699 114489 http://portal.igpublish.com/iglibrary/search/BEPB0000206.html 10 75335 75335