03087cam a2200565 i 4500001001400000003000400014006001900018007001500037008004100052020002600093020002900119035002100148035002500169039004500194040004000239050002500279082001400304099001000318100005700328245011900385250001900504264009900523300003900622336002100661337002300682338003200705490008300737500003500820504006700855505015800922506006001080520075401140530002901894538003601923538004701959588005902006650003202065653003002097653002702127653002302154653004002177653002502217653003002242776003402272830003402306830009102340856006602431942000702497999001702504vtls000078771MTXm    eo  d        cr cn |||m|||a160715s2014    nyu    foab   001 0 eng d  a9781606495452qe-book  z9781606495445qpaperback  a(OCoLC)867482182  a(CaBNVSL)swl00402999 9a201607151121bstaffy201605041219zadmin  aCaBNVSLbengerdacCaBNVSLdCaBNVSL 4aHD9980.5b.C422 201404a338.4223  aEbook1 aChang, C. M.q(Ching Ming),d1935-,eauthor.911449910aAchieving service excellence :bmaximizing enterprise performance through innovation and technology /cC.M. Chang.  aFirst edition. 1aNew York, New York (222 East 46th Street, New York, NY 10017) :bBusiness Expert Press,c2014.  a1 online resource (xiv, 130 pages)  atext2rdacontent  acomputer2rdamedia  aonline resource2rdacarrier1 aService systems and innovations in business and society collection,x2326-2699  aPart of: 2013 digital library.  aIncludes bibliographical references (pages 121-126) and index.0 aPreface -- 1. Service growth -- 2. Strategic differentiation -- 3. Operational excellence -- 4. Take charge, conclusions -- Notes -- References -- Index.  aAccess restricted to authorized users and institutions.3 aAs 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.  aAlso available in print.  aMode of access: World Wide Web.  aSystem requirements: Adobe Acrobat reader.  aTitle from PDF title page (viewed on January 4, 2014). 0aService industries.9114500  astrategic differentiation  aoperational excellence  aservice excellence  aengineers and service professionals  askills and knowledge  ainnovation and technology08iPrint version:z9781606495445 0a2013 digital library.9114477 0aService systems and innovations in business and society collection.x2326-2699911448940uhttp://portal.igpublish.com/iglibrary/search/BEPB0000206.html  c10  c75335d75335