Jeffrey F. Rayport
Bernard J. Jaworski 出版社: Harvard Business School Press 副标题: Why Companies Must Improve Their Service Interfaces With Customers 出版年: 2005-01-20 页数: 288 定价: USD 29.95 装帧: Hardcover ISBN: 9780875848679
Shows how the points of interaction that determine how customers view a company and its brand are becoming the new frontier of competitive advantage. Proposes ways companies can reengineer their front-office operations to deploy three different types of service interfaces. DLC: Customer services--Management.