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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
Edition | Availability |
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1
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:
WorldCat
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2
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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Libraries near you:
WorldCat
|
Book Details
First Sentence
"IN THIS BOOK, we argue that where competition is overwhelmingly intense and where products and services become commodities overnight, the only lasting competitive advantage will derive from superior interface capability-enabled by a reconfigured front office that takes advantage of the capabilities of both machines and people."
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Feedback?December 8, 2020 | Edited by MARC Bot | import existing book |
February 14, 2020 | Edited by MARC Bot | remove fake subjects |
July 22, 2017 | Edited by Mek | adding subject: In library |
July 9, 2011 | Created by ImportBot | import new book |