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Service Leadership The Quest for Competitive Advantage

by Svafa Gronfeldt, Judith Banks Strother

Service Leadership The Quest for Competitive Advantage Synopsis

Providing a solid focus on strategy throughout the text, this book introduces and operationalizes a new concept - service leadership. The authors provide discussions of methods associated with the identification and tracking of customer needs in a strategic and design process context. The book integrates the use of applications and measurements and incorporates extensive cases and interviews from executives at large multinational corporations, representing various countries and cultures.

Service Leadership The Quest for Competitive Advantage Press Reviews

Service Leadership moves beyond the theoretical and demonstrates how Actavis and other companies achieve and sustain their competitive advantage through service leadership . . . What makes this book so valuable is the variety of formats from which the reader can choose. The key points, summaries, examples from many companies, and words of wisdom from leaders as diverse as Benjamin Distaeli and Beverly Sills empower readers to develop the strategies that will make them leaders in the competitive marketplaces in which they work and serve. -- Judith E. Shenouda

Book Information

ISBN: 9781412913751
Publication date: 13th December 2005
Author: Svafa Gronfeldt, Judith Banks Strother
Publisher: SAGE Publications Inc
Format: Paperback / softback
Pagination: 336 pages
Categories: Customer services,

About Svafa Gronfeldt, Judith Banks Strother

Svafa Groenfeldt is Deputy to the CEO of Actavis Group, one of the world's largest and fastest growing generic pharmaceutical companies. Her major role is to streamline strategy and structural design with the purpose of facilitating growth and adaptability of the company and its subsidiaries through out the world. She received her Ph.D. in Industrial Relations from the London School of Economics and Political Science, where her major focus was on service orientation and management. For the past 9 years, she has also been a member of the faculty of economics and business administration at the University of Iceland. Currently ...

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