Service Asia: How the Tigers Can Keep Their Stripes
- List Price: $19.99
- Binding: Paperback
- Edition: 1
- Publisher: Prentice Hall PTR
- Publish date: 06/08/1999
- ISBN: 9780139786020
- ISBN10: 0139786023
-- 11 Asian service case studies: Singapore Airlines, Shangri-La Hotels, Jollibee Foods, and more.
-- Strategies for the future: a systematic approach to delivering new services.
Service Asia makes the case that the number #1 driver of business success for Asian companies in the future will be high-value service. Based on extensive research, the authors demonstrate how service has contributed to the success of 11 leading companies in Asia -- and show how other companies can achieve the same results. Discover key strategies Asian service organizations have developed for creating customer value; and benchmark your service against the best in a wide variety of industries. Understand the "Service Temple, " the powerful methapor for how the leading service organizations in Asian deliver excellence. Learn techniques for inculcating a service-value strategy throughout your organization, involving all employees, and overcoming the inertia that some Asian companies exhibit when it comes to service quality improvement. Among the book's case studies: Singapore Airlines, DHL International (HK), Shangri-La Hotel, and Jollibee Foods.