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"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."
"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.
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Previews available in: English
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Edition | Availability |
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1
Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
January 20, 2005, Harvard Business School Press
Hardcover
in English
0875848672 9780875848679
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2
Best face forward: why companies must improve their service interfaces with customers
2005, Harvard Business School Press
in English
0875848672 9780875848679
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Libraries near you:
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Book Details
Table of Contents
Edition Notes
Includes bibliographical references ([229]-247) and index.
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- Created July 9, 2011
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December 8, 2020 | Edited by MARC Bot | import existing book |
July 22, 2019 | Edited by MARC Bot | remove fake subjects |
August 11, 2011 | Edited by ImportBot | add ia_box_id to scanned books |
July 9, 2011 | Created by ImportBot | Imported from Internet Archive item record |