| Record ID | ia:fromtinsoldierst0000vand_k4v9 |
| Source | Internet Archive |
| Download MARC XML | https://archive.org/download/fromtinsoldierst0000vand_k4v9/fromtinsoldierst0000vand_k4v9_marc.xml |
| Download MARC binary | https://www.archive.org/download/fromtinsoldierst0000vand_k4v9/fromtinsoldierst0000vand_k4v9_meta.mrc |
LEADER: 03882cam 2200733 a 4500
001 ocm28401352
003 OCoLC
005 20220615033956.0
008 931026s1993 enka b 001 0 eng d
010 $a 93205976
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050 00 $aHF5415.5$b.V36 1993
082 00 $a658.8/12$220
084 $a85.10$2bcl
084 $a85.06$2bcl
100 1 $aVandermerwe, Sandra.
245 10 $aFrom tin soldiers to Russian dolls :$bcreating added value through services /$cSandra Vandermerwe.
260 $aOxford ;$aBoston :$bButterworth-Heinemann,$c1993.
300 $axii, 280 pages :$billustrations ;$c24 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references (pages 225-266) and index.
505 0 $a1. Products, tin soldiers and matter -- 2. Customers, Russian dolls and what matters -- 3. The market power is in the services because the value is in the results -- 4. Jumping into the customer's activity cycle -- 5. Building service-intensive networks -- 6. The soft side of know(ing) how -- 7. Managing the stepping-stones to customer satisfaction -- 8. Making services pay their way -- 9. Linking, liaising and leveraging services through technology -- 10. Looking ahead and beyond.
520 $aFrom Tin Soldiers to Russian Dolls is based on several years' research into how companies, both in traditional manufacturing and service settings, can gain and maintain customers by adding value to their products through service. The 'tin soldiers' of the title reflects the product-focused attitudes and systems of many companies up until the late 1980s. Immersed in technical innovations and many manufacturing efficiencies they somehow forgot the customer. The 'Russian doll' image reflects the new customer-focused company which sees its people, processes and core markets as a whole, made up of interconnected and interdependent parts. This book will be particularly suitable for senior managers, short courses/executive programmes and MBA courses.
650 0 $aCustomer services$xManagement.
650 0 $aTotal quality management.
650 4 $aQualité des services.
650 4 $aService consommateurs.
650 4 $aStratégie entreprise.
650 4 $aStratégie marketing.
650 6 $aService à la clientèle$xGestion.
650 6 $aQualité totale.
650 7 $aCustomer services$xManagement.$2fast$0(OCoLC)fst00885552
650 7 $aTotal quality management.$2fast$0(OCoLC)fst01153015
650 17 $aDienstverlening.$2gtt
650 17 $aToegevoegde waarde.$2gtt
650 17 $aStrategisch management.$2gtt
650 7 $aValeur ajoutée.$2ram
653 0 $aCustomer services
856 41 $3Table of contents$uhttp://www.gbv.de/dms/bowker/toc/9780750609746.pdf
938 $aBaker & Taylor$bBKTY$c44.95$d44.95$i0750609745$n0002293104$sactive
938 $aBaker and Taylor$bBTCP$n93205976 //r95
938 $aYBP Library Services$bYANK$n609107
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948 $hNO HOLDINGS IN IME - 172 OTHER HOLDINGS