Seven Secrets of Service Strategy

by Jacques Horovitz

Seven Secrets of Service Strategy reveals how to compete through service differentiation by concentrating on the creation of a valuable 'service culture' and customer loyalty programmes that improve... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0273635778
• ISBN13: 9780273635772
• Release Date: March 2000
• Publisher: FT Press
• Length: 155 Pages
• Weight: 1.02 lbs.
• Dimensions: 0.6" x 6.4" x 9.5"

Customer Reviews

Executive Seminar on Service Management

Jacques Horovitz teaches at IMD in Switzerland as a leading authority on services management. If you don't have the opportunity to attend one of his seminars, this book offers a very good summary of what service managers have to consider in order to create a competitive advantage. I highly recommend this book to busy managers, not only in the service industry.

No nonsense! To the point!

It's the appealing front cover that made me buy the book. It's the no nonsense, to the point content that drove me to recommend it to anybody who would like to know more about how to improve a company's bottomline through differentiation in service. Charts, graphs, adages, examples (of Disney, SKF bearing, McDonlad, UPS....) are abundant, telling how a company, particulary the top management whose involvement is necessary to make a real difference, should plan and execute a strategy in service. The seven chapters are well written with excellent elaboration, and I like the summary, and the do's and don'ts much in the end of each chapter very much. In a word, a good read!