Best face forward : why companies must improve their service interfaces with customers
(Book)

Book Cover
Average Rating
Author
Rayport, Jeffrey F.
Contributors
Jaworski, Bernard J.
Status
On Shelf
General Shelving - 3rd Floor
HF5415.5 .R393 2005
1 available

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LocationCall NumberStatus
General Shelving - 3rd FloorHF5415.5 .R393 2005On Shelf

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Table of contents
Table of contents

Subjects

LC Subjects
Competition.
Customer services -- Data processing.
Customer services -- Management.
Service industries -- Technological innovations -- Management.
OCLC Fast Subjects
Competition
Customer services -- Data processing
Customer services -- Management
Service industries -- Technological innovations -- Management
Other Subjects
Competition.
Compétitivité (Économie)
Customer services -- Management.
Economic Competition
Gebruikersinterfaces.
Klantenservice.
Relatiemarketing.
Service industries -- Technological innovations -- Management.
Service à la clientèle -- Gestion.
Service à la clientèle -- Informatique.
Services (Industrie) -- Innovations -- Gestion.

More Details

Format
Book
Physical Desc
xxi, 262 pages : illustrations ; 25 cm
Language
English

Notes

Bibliography
Includes bibliographical references ([229]-247) and index.
Description
"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."
Description
"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."--Jacket.
Local note
SACFinal081324

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Citations

APA Citation, 7th Edition (style guide)

Rayport, J. F., & Jaworski, B. J. (2005). Best face forward: why companies must improve their service interfaces with customers . Harvard Business School Press.

Chicago / Turabian - Author Date Citation, 17th Edition (style guide)

Rayport, Jeffrey F and Bernard J. Jaworski. 2005. Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers. Boston, Mass.: Harvard Business School Press.

Chicago / Turabian - Humanities (Notes and Bibliography) Citation, 17th Edition (style guide)

Rayport, Jeffrey F and Bernard J. Jaworski. Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers Boston, Mass.: Harvard Business School Press, 2005.

Harvard Citation (style guide)

Rayport, J. F. and Jaworski, B. J. (2005). Best face forward: why companies must improve their service interfaces with customers. Boston, Mass.: Harvard Business School Press.

MLA Citation, 9th Edition (style guide)

Rayport, Jeffrey F., and Bernard J Jaworski. Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers Harvard Business School Press, 2005.

Note! Citations contain only title, author, edition, publisher, and year published. Citations should be used as a guideline and should be double checked for accuracy. Citation formats are based on standards as of August 2021.

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