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Winning the Service Game [Hardcover]

Benjamin Schneider , David Earl Bowen
4.0 out of 5 stars  See all reviews (3 customer reviews)

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Book Description

March 1 1995
Winning the Service Game details an explicit set of rules by which organizations can meet customer expectations and needs as well as capitalize on customer competencies as a source of competitive advantage. Drawing on an extensive body of research, the authors reveal the important relationships across three tiers in any service organization--customers, front-line workers, and management--and demonstrate how management can ensure that all three tiers work in harmony to produce an environment where employees flourish and customers experience superior service.

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Product Description

From Publishers Weekly

Looking for competitive advantages, service businesses seek to provide "seamless service" to consumers, a goal often undermined by employee indifference and independence, reliance on outmoded industrial management policies and mindless bureaucracies, according to the authors. How can firms create effective service cultures and customer partnerships? Drawing on numerous case studies (the Disney parks, the Florida Marlins) and 53 guidelines, Schneider, professor of psychology at the Univ. of Maryland, and Bowen, associate professor of management at Arizona State, argue that companies must refocus their procedures to meet today's customer expectations, develop innovative organizational structures and train and motivate employees to forge "an unbeatable combination across the organization's customer, boundary, and coordination tiers." A no-nonsense guide interspersed with tips for service firms. Illustrations.
Copyright 1995 Reed Business Information, Inc.

From Library Journal

Schneider and Bowen, university professors of psychology and management, respectively, combine theories of human resources, marketing, and management in this practical, timely, how-to guide to competing successfully in service operations. They take a holistic approach to their discussion, presenting more than 50 "rules" of the service game that companies must address simultaneously in order to achieve success. These rules cover such areas as focusing on the needs of the customer; using state-of-the-art practices in hiring, training, and rewarding employees; and adopting a "service logic" throughout the organization. The rules that Schneider and Bowen have come up with are not new or innovative; the value of the book lies in their integration. The authors use many examples from real companies to illustrate these principles. Recommended for both lay readers and specialists.
Gary W. White, Pennsylvania State Univ., Harrisburg
Copyright 1995 Reed Business Information, Inc.

Inside This Book (Learn More)
First Sentence
The message is simple: Service organizations can outperform the competition if they master what we offer as the "rules of the service game." Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews

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Most helpful customer reviews
5.0 out of 5 stars Brilliant - A Shining Star among Service Books Nov. 28 2001
By "olcc"
Format:Hardcover
Ben Schneider has written a book of extraordinary value here. Having read several dozen service books, this one ranks with The Service Profit Chain, Call Center Management on Fast Forward and The Discipline of Market Leaders. As a psychologist, Schneider demonstrates a profound understanding of customer (and employee!) behavior. Some may criticize its mildly academic approach, but anyone who wants to get beyond the fluffy prose and jaded case studies of American-based service needs to read this book. Unlike so many publications today, this one cannot go out of date.
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2.0 out of 5 stars Not for practioners, but great for students Nov. 6 1999
Format:Hardcover
I must say that I was quite dissapointed with the book. The book was stale and at times too disciptive. Perhaps, it was meant for students and not real world practictioners. However, to be fair, I am quite sure that both the authors are experts on the subject and would be great if they had written a more applicable / practical follow-up for us in the (service) game. Like I said, this would be a good text and that's about it.
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5.0 out of 5 stars Service oriented managers MUST read this book! Dec 8 1998
By Ronenbn
Format:Hardcover
I am in the service business. Training people in service has been my job for many years. I have read dozens of books on service. However, this book presents a total shift in mind when speaking about service. We all have a lot yet to cover if we are committed to generate service excellence. Don't miss the opportunity. Ronen Ben-Naphtali (Israel)
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Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com: 4.0 out of 5 stars  3 reviews
5 of 6 people found the following review helpful
5.0 out of 5 stars Service oriented managers MUST read this book! Dec 8 1998
By Ronenbn - Published on Amazon.com
Format:Hardcover
I am in the service business. Training people in service has been my job for many years. I have read dozens of books on service. However, this book presents a total shift in mind when speaking about service. We all have a lot yet to cover if we are committed to generate service excellence. Don't miss the opportunity. Ronen Ben-Naphtali (Israel)
1 of 2 people found the following review helpful
5.0 out of 5 stars Brilliant - A Shining Star among Service Books Nov. 28 2001
By "olcc" - Published on Amazon.com
Format:Hardcover
Ben Schneider has written a book of extraordinary value here. Having read several dozen service books, this one ranks with The Service Profit Chain, Call Center Management on Fast Forward and The Discipline of Market Leaders. As a psychologist, Schneider demonstrates a profound understanding of customer (and employee!) behavior. Some may criticize its mildly academic approach, but anyone who wants to get beyond the fluffy prose and jaded case studies of American-based service needs to read this book. Unlike so many publications today, this one cannot go out of date.
3 of 7 people found the following review helpful
2.0 out of 5 stars Not for practioners, but great for students Nov. 6 1999
By Victor Loh - Published on Amazon.com
Format:Hardcover
I must say that I was quite dissapointed with the book. The book was stale and at times too disciptive. Perhaps, it was meant for students and not real world practictioners. However, to be fair, I am quite sure that both the authors are experts on the subject and would be great if they had written a more applicable / practical follow-up for us in the (service) game. Like I said, this would be a good text and that's about it.
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