Best face forward :
Rayport, Jeffrey F.
Best face forward : why companies must improve their service interfaces with customers / Jeffrey F. Rayport, Bernard J. Jaworski. - Boston, Mass. : Harvard Business School Press, c2005. - xxi, 262 p. : ill. ; 25 cm.
Includes bibliographical references ([229]-247) and index.
Interface as the next frontier of competitive advantage -- The interface imperative -- The front-office revolution -- What people do best -- What machines do best -- Putting the amalgam of people and machines to work -- Managing interface systems -- The interface audit.
Based on extensive research inside both start-up and established businesses across many industries, Best Face Forward proposes ways that companies can radically reengineer their front-office operations to deploy three types of service interfaces - people-dominant, machine-dominant, and hybrids of the two.This book shows how new roles for technology and people will radically reshape business and competition - and ultimately create a "people-rich" workplace that benefits customers, employees, and shareholders.
9780875848679 0875848672
2004002104
Customer services--Management.
Service industries--Technological innovations--Management.
Competition.
HF5415.5 / .R393 2005
658.8'12
Best face forward : why companies must improve their service interfaces with customers / Jeffrey F. Rayport, Bernard J. Jaworski. - Boston, Mass. : Harvard Business School Press, c2005. - xxi, 262 p. : ill. ; 25 cm.
Includes bibliographical references ([229]-247) and index.
Interface as the next frontier of competitive advantage -- The interface imperative -- The front-office revolution -- What people do best -- What machines do best -- Putting the amalgam of people and machines to work -- Managing interface systems -- The interface audit.
Based on extensive research inside both start-up and established businesses across many industries, Best Face Forward proposes ways that companies can radically reengineer their front-office operations to deploy three types of service interfaces - people-dominant, machine-dominant, and hybrids of the two.This book shows how new roles for technology and people will radically reshape business and competition - and ultimately create a "people-rich" workplace that benefits customers, employees, and shareholders.
9780875848679 0875848672
2004002104
Customer services--Management.
Service industries--Technological innovations--Management.
Competition.
HF5415.5 / .R393 2005
658.8'12