Winning the Service Game: Benjamin Schneider, David Earl Bowen
Editorial Reviews
From Publishers Weekly
Looking for competitive advantages, service businesses seek to provide “seamless service” to consumers, a goal often undermined by employee indifference and independence, reliance on outmoded industrial management policies and mindless bureaucracies, according to the authors. How can firms create effective service cultures and customer partnerships? Drawing on numerous case studies (the Disney parks, the Florida Marlins) and 53 guidelines, Schneider, professor of psychology at the Univ. of Maryland, and Bowen, associate professor of management at Arizona State, argue that companies must refocus their procedures to meet today’s customer expectations, develop innovative organizational structures and train and motivate employees to forge “an unbeatable combination across the organization’s customer, boundary, and coordination tiers.” A no-nonsense guide interspersed with tips for service firms. Illustrations.
Copyright 1995 Reed Business Information, Inc.
From Library Journal
Schneider and Bowen, university professors of psychology and management, respectively, combine theories of human resources, marketing, and management in this practical, timely, how-to guide to competing successfully in service operations. They take a holistic approach to their discussion, presenting more than 50 “rules” of the service game that companies must address simultaneously in order to achieve success. These rules cover such areas as focusing on the needs of the customer; using state-of-the-art practices in hiring, training, and rewarding employees; and adopting a “service logic” throughout the organization. The rules that Schneider and Bowen have come up with are not new or innovative; the value of the book lies in their integration. The authors use many examples from real companies to illustrate these principles. Recommended for both lay readers and specialists.
Gary W. White, Pennsylvania State Univ., Harrisburg
Copyright 1995 Reed Business Information, Inc.
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