Frei, Frances. <br/><br/>
Uncommon service :  how to win by putting customers at the core of your business / 
Frances Frei, Anne Morriss. 
 - Boston, Mass. :  Harvard Business Review Press,  c2012. 
 - x, 247 p. :  ill. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. [227]-231) and index. 
<br/><br/>Truth  number 1: you can't be good at everything -- Truth number 2: someone has to pay for it -- Truth  number 3: it's not your employees' fault -- Truth  number 4: you must manage your customers -- Now multiply it all by culture -- Getting bigger. 
<br/><br/> Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems. 
<br/><br/><label>ISBN: </label>1422133311 : HRD  $29.95 9781422133316 
<br/><br/><label>Source: </label> Perseus Distribution Services, 1094 Flex Dr, Jackson, TN, USA, 38301-5070 SAN 631-760X 
<br/><br/><label>LCCN: </label>2011029760 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations.<br/>Customer services.<br/>Service industries--Management.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .F728 2012 
<br/><br/><label>Dewey Class. No.: </label>658.8/12