Managing the Service Function
- ISBN:976-610-702-5
- Release Date: July 2005
- Publisher: Customer Service Academy of Jamaica
- Format: Paper; 154-pp
Description
Managing the Service Function is written especially for managers and supervisors who have an important function to perform on the job daily - that of managing and supervising the service function at the workplace. The book is also written for tertiary, business, and hospitality students.
This 154-page book consists of nine chapters:
- Chapter 1: The characteristics of service
- Chapter 2: The three components of strategic success
- Chapter 3: Understanding service
- Chapter 4: Strategies for creating a service culture in an organization
- Chapter 5: How to keep the vision alive
- Chapter 6: The purpose of service standards
- Chapter 7: How to create value
- Chapter 8: Managing the service encounter
- Chapter 9: The use of feedback, recognition, and rewards
- Numerous exercises are to be found throughout the book.