Description
Not only is the service sector growing rapidly, say Gutek (management and policy, U. of Arizona) and business writer Welsh, it is changing in ways that have become qualitative and offer providers a range of options that can be paralyzing. They explain how to use modern efficient techniques and technologies while creating the feel of a traditional, personal relationship with customers. Annotation c. Book News, Inc., Portland, OR (booknews.com)
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The Brave New Service Strategy, delves into the evolution of service delivery and identifies three ways to forge links with customers: the relationship - where the customer personally knows the service provider and expects to interact with the same person again and again; the encounter - where the customer may know the organization but receives the service from whoever is available; and the pseudo-relationship - service delivered in an encounter structure but made to feel like a relationship.
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