MARC Record from harvard_bibliographic_metadata

LEADER: 02620cam a2200325 a 4500
001 009300038-3
005 20040323104518.0
008 030929s2003 enka 001 0 eng
010 $a 2003277935
015 $aGBA2-U2490
020 $a0470848235
035 0 $aocm50937872
040 $aUKM$cUKM$dDLC$dORE
042 $alccopycat
050 00 $aHF5415.5$b.S335 2003
082 04 $a658.812$221
100 1 $aSchmidt, Waldemar.
245 10 $aWinning at service :$blessons from service leaders /$cWaldemar Schmidt, Gordon Adler, Els van Weering.
260 $aChichester ;$aHoboken, NJ :$bWiley,$cc2003.
300 $axv, 184 p. :$bill. ;$c24 cm.
500 $aIncludes index.
505 00 $g1.$tIntroduction --$g2.$tThe Journey to Leadership --$g3.$tPick Your Game and Play it --$g4.$tLeadership at the Heart --$g5.$tPassion for People --$g6.$tKeep It Simple --$g7.$tWinning at Service: Final Words.
520 $aAs service becomes a more and more important factor in customer choice, all executives with the ambition of building a world class company should read this book. "This book identifies the critical common practices of highly successful, international service enterprises. These businesses are led by inspiring teachers, who connect employees to customers to the benefit of both, and who build business models that are internationally mobile, while locally contextually relevant ... a must read for students and practitioners alike who wish to understand the ingredients for successful growth of service business around the world." Gary W. Loveman, CEO, Harrah's Entertainment Inc. "Winning at Service is not just about food and security services. It is about how to succeed in the service industry, and shows how sharing the vision with employees and customers, sticking to it and empowering employees to act upon it are the key ingredients for success." Rob Kuijpers, Former CEO, DHL International "Gate Gourmet started on a journey similar to the four companies in Winning at Service, albeit on a smaller scale. Before we took off, we could sure have used the enduring lessons from this remarkable 'tour guide' in our own toolbox. But it is deeply reassuring to see that Gate Gourmet's key focus and basic beliefs are very much aligned with the winning strategies and values of the four service leaders in the book." Henning Boysen, President and CEO, Gate Gourmet International.
650 0 $aCustomer services.
650 0 $aCustomer services$vCase studies.
655 7 $aCase studies.$2fast
700 1 $aWeering, Els van.
700 1 $aAdler, Gordon,$d1954-
988 $a20040225
906 $0OCLC