Lessons in the Service Sector
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- Synopsis
- The Hartford Steam Boiler Inspection and Insurance Co. (HSB) dominates the market segment in which it operates. Its success comes largely from the company's service delivery system, a joint product of HSB's marketing and operating managers. Vital to strategy implementation is involving the employees who deliver the service. Successful companies focus on shared values, control by peer groups, generous incentives, and--where possible--a close relationship with the customer. Using databases imaginatively permits many of these businesses to substitute information for assets that both enhance service effectiveness to existing customers and attract new ones.
- Copyright:
- 1987
Book Details
- Book Quality:
- Publisher Quality
- Publisher:
- Harvard Business Publishing
- Date of Addition:
- 08/03/16
- Copyrighted By:
- Harvard Business School Publishing - HBR
- Adult content:
- No
- Language:
- English
- Has Image Descriptions:
- No
- Categories:
- Nonfiction, Business and Finance
- Submitted By:
- Bookshare Staff
- Usage Restrictions:
- This is a copyrighted book.