Seven Secrets Of Service Strategy
Seven Secrets Of Service Strategy
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Seven Secrets Of Service Strategy by Gerry Johnson
Seven Secrets of Service Strategy reveals how to compete through service differentiation by concentrating on the creation of a valuable 'service culture' and customer loyalty programmes that improve customer satisfaction..
Dr Jacques Horovitz is Professor of Service Strategy Marketing and Management at IMD (the International Institute for Management Development) in Lausanne, Switzerland. He has worked in service marketing within several businesses including ClubMed and EuroDisney. He created a pan-European consulting company through which he advised CEOs of over 100 companies and has been Managing Director of a retail group with 800 stores in 15 countries. Dr Horovitz has extensively researched service, relationship marketing and customer bonding. He is tech author of Quality Service (1987) a bestseller translated into ten languages, Fifty Rules of Zero Defect Service (1989), and Total Customer Satisfaction (1992).
| SKU | Unavailable |
| ISBN 13 | 9780273635772 |
| ISBN 10 | 0273635778 |
| Title | Seven Secrets Of Service Strategy |
| Author | Gerry Johnson |
| Condition | Unavailable |
| Binding Type | Hardback |
| Publisher | Pearson Education Limited |
| Year published | 1999-12-14 |
| Number of pages | 160 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |