Winning the Service Game

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.Schneider, Benjamin is the author of 'Winning the Service Game', published 1995 under ISBN 9780875845708 and ISBN 0875845703.