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题名/责任者:

Best face forward : why companies must improve their service interfaces with customers / Jeffrey F. Rayport, Bernard J. Jaworski.

出版发行项:

Boston, Mass. : Harvard Business School Press, c2005.

ISBN:

0875848672

载体形态项:

xxi, 262 p. : ill. ; 25 cm.

个人责任者:

Rayport, Jeffrey F.

附加个人名称:

Jaworski, Bernard J.

论题主题:

Customer services-Management.

论题主题:

Service industries-Technological innovations-Management.

论题主题:

Competition.

中图法分类号:

F713.5

书目附注:

Includes bibliographical references (p. [229]-247) and index.

内容附注:

The next frontier of competitive advantage -- The interface imperative -- The front-office revolution -- What people do best -- What machines do best -- Putting the amalgam of people and machines to work -- Managing interface systems -- The interface audit.

电子资源:

Table of contents    Table of contents http://www.loc.gov/catdir/toc/ecip0414/2004002104.html    

电子资源:

\201304021\201207004\022005088978\F001.jpg    \201304021\201207004\022005088978\F001.jpg http://ftp-ab.calis.edu.cn:3000/view.asp?oid=\201304021\201207004\022005088978&type=1    封面    

电子资源:

\201304021\201207004\022005088978\M001.jpg    \201304021\201207004\022005088978\M001.jpg http://ftp-ab.calis.edu.cn:3000/view.asp?oid=\201304021\201207004\022005088978&type=3    目次    

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