科图分类法:	F274/13 版次：
中图分类法:	F274 版次：
著者:	Rayport, Jeffrey F.
题名:	Best face forward : [ why companies must improve their service interfaces with customers /] / ,
出版发行:	出版地： Boston, Mass. : 出版社： Harvard Business School Press, 出版日期： c2005.
载体形态:	xxi, 262 p. : ill. ; 25 cm.
内容提要:	"Companies face increasingly demanding customers and a lack of skilled workers to serve them. At the same time, networked "smart" technologies - from Web sites in retailing to kiosks in shopping - are enabling managers to recruit machines into "front-office" roles that both drive down the costs of consumer interactions and deliver more satisfying customer experiences." "In Best Face Forward, Jeffrey F. Rayport and Bernard J. Jaworski argue that this unprecedented industrialization of front-office services - akin to what transpired in agriculture and manufacturing a century ago - is sparking a revolution in services that goes well beyond efficiencies gained by automation, off-shoring, and outsourcing." "Based on extensive research inside both start-up and established businesses across many industries, Best Face Forward proposes ways that companies can radically reengineer their front-office operations to deploy three types of service interfaces - people-dominant, machine-dominant, and hybrids of the two." "This book shows how new roles for technology and people will radically reshape business and competition - and ultimately create a "people-rich" workplace that benefits customers, employees, and shareholders."--BOOK JACKET.
主题词:	Customer services Management.
主题词:	Service industries Technological innovations
主题词:	Competition.
主要责任者:	Jaworski, Bernard J.
索书号:	F274/13