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Best face forward : why companies must improve their service interfaces with customers / Jeffrey F. Rayport, Bernard J. Jaworski.

By: Contributor(s): Material type: TextTextPublication details: Boston, Mass. : Harvard Business School Press, c2005.Description: xxi, 262 p. : ill. ; 25 cmISBN:
  • 9780875848679
  • 0875848672
Subject(s): DDC classification:
  • 658.8'12 22
LOC classification:
  • HF5415.5 .R393 2005
Online resources:
Contents:
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.
Summary: 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.
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Holdings
Item type Current library Collection Call number Copy number Status Date due Barcode
Monograph & others Monograph & others CBN BAUCHI BRANCH LIBRARY General Stacks Non-fiction 658.8'12 RAY (Browse shelf(Opens below)) c.1 Available 31008100569207
Monograph & others Monograph & others CBN HQ Library 658.8'12 RAY (Browse shelf(Opens below)) Available 31008100055439
Monograph & others Monograph & others CBN HQ Library 658.8'12 RAY (Browse shelf(Opens below)) Available 31008100055447
Monograph & others Monograph & others CBN IBADAN BRANCH LIBRARY General Stacks Non-fiction 658.8'12 RAY (Browse shelf(Opens below)) c1 Available 31008100737945
Monograph & others Monograph & others CBN KANO BRANCH LIBRARY General Stacks Non-fiction 658.8'12 RAY (Browse shelf(Opens below)) c.1 Available 31008100667092
Monograph & others Monograph & others CBN LAGOS LAISON OFFICE LIBRARY General Stacks 658.8'12 RAY (Browse shelf(Opens below)) c. 1 Available 31008100775770
Monograph & others Monograph & others CBN LAGOS LEARNING CENTRE LIBRARY General Stacks Non-fiction 658.8'12 (Browse shelf(Opens below)) 1 Available 31008100704010
Browsing CBN IBADAN BRANCH LIBRARY shelves, Shelving location: General Stacks, Collection: Non-fiction Close shelf browser (Hides shelf browser)
658.8'02 KIM Blue ocean strategy : 658.8'1 BEE The many arts of sales management / 658.8'106 ENZ Selling by seminar / 658.8'12 RAY Best face forward : 658.8'27 DEC Creating powerful brands / 658.8'342 ZAL How customers think : 658.8'4 JOH Global marketing :

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.

oif 12/03/15

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