The text is aimed at CEOs and all executive management, however the
scope of the material will engage the entire organization. The
authors identify the key ingredients of service excellence and show
how leading companies have achieved success. Each chapter begins
with a review of the key components of service excellence followed
by two mini exemplar case studies that highlight how those
companies have achieved success in that particular area. An
introductory chapter proposes a framework based on the Unisys model
that shows how companies can become customer centric, and a final
chapter takes an integrative approach and features a case study
from the overall winners of the Awards to highlight how this
company has achieved success.An additional feature of the book is
the service excellence questionnaire. Purchasers of the book are
able to go online to complete the questionnaire and submit it to
establish their competitive benchmark against other companies in
both the same sector and across different sectors. A web site
accompanies the book where updates on the category winners are
featured to ensure that current information is always available.
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