What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

Summary

The service sector has grown to become 80% of the US economy, yet it's poised for a revolution in personalization, big data, and complexity. How can companies design a strategy to compete? The service sector-any company not involved in the production of products-is now 80% of the US economy, and growing part of the world economy. Written by the three leading scholars of service sector management, this book seeks to provide a roadmap for the design and delivery of winning services for leaders and managers entrusted with the task in the years to come. The authors review their own seminal work on service management, testing the durability of concepts they've helped develop over the past thirty years. Then they move on to look at how better results will be achieved in the future-what needs to be done to create great places to work, design efficient and enjoyable service experiences, use technology to improve service delivery, and engage and retain customers. Using examples of dozens of companies in a wide variety of industries, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.