000			01906cam a22003374a 4500
001			2004002104
003			DLC
005			20151013140019.0
008			040129s2005 maua b 001 0 eng
010			_a 2004002104
020			_a9780875848679
020			_a0875848672
040			_aDLC _cDLC _dDLC
050	0	0	_aHF5415.5 _b.R393 2005
082	0	0	_a658.8'12 _222
100	1		_aRayport, Jeffrey F.
245	1	0	_aBest face forward : _bwhy companies must improve their service interfaces with customers / _cJeffrey F. Rayport, Bernard J. Jaworski.
260			_aBoston, Mass. : _bHarvard Business School Press, _cc2005.
300			_axxi, 262 p. : _bill. ; _c25 cm.
504			_aIncludes bibliographical references ([229]-247) and index.
505	0		_aInterface 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.
520			_aBased 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.
590			_aoif 12/03/15
591			_aLoan
650		0	_aCustomer services _xManagement.
650		0	_aService industries _xTechnological innovations _xManagement.
650		0	_aCompetition.
700	1		_aJaworski, Bernard J.
856	4	1	_3Table of contents _uhttp://www.loc.gov/catdir/toc/ecip0414/2004002104.html
942			_2ddc _cBOOK
999			_c1950 _d1950