Best face forward why companies must improve their service interfaces with customers

Best face forward why companies must improve their service interfaces with customers

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Bibliographic Details
Main Author: Rayport, Jeffrey F
Other Authors: Jaworski, Bernard J
Format: Book
Published: Boston, Mass. Harvard Business School Press 2005
Subjects:
Competition > Technological innovations > Management
Customer services > Management
Service industries > Technological innovations > Management
Online Access:Click Here to View Status and Holdings.
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Table of Contents:
  • Interface as 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

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