Cover image for Seven secrets of service strategy
Seven secrets of service strategy
Horovitz, Jacques, 1947-
Personal Author:
Publication Information:
London : Financial Times Management, 2000.
Physical Description:
xiv, 140 pages : illustrations ; 24 cm
Format :


Call Number
Material Type
Home Location
Item Holds
HF5415.5 .H632 2000 Adult Non-Fiction Non-Fiction Area

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Seven Secrets of Service Strategy reveals how to compete through service differentiation by concentrating on the creation of a valuable 'service culture' and customer loyalty programmes that improve customer satisfaction..

Author Notes

Dr Jacques Horovitz is Professor of Service Strategy Marketing and Management at IMD (the International Institute for Management Development) in Lausanne, Switzerland. He has worked in service marketing within several businesses including ClubMed and EuroDisney. He created a pan-European consulting company through which he advised CEOs of over 100 companies and has been Managing Director of a retail group with 800 stores in 15 countries. Dr Horovitz has extensively researched service, relationship marketing and customer bonding. He is tech author of Quality Service (1987) a bestseller translated into ten languages, Fifty Rules of Zero Defect Service (1989), and Total Customer Satisfaction (1992).

Table of Contents

Business has drastically shifted its vision to a service-oriented perspective, moving from sales to customer satisfaction
And now service--an element not even mentioned in the marketing "4 Ps" (product, price, place, and promotion)--is today the most sustainable source of differentiation and advantage
This book is a reference guide for senior managers and executives who believe that a sound service strategy is the best way to develop a sustainable competitive advantage
Each of the seven chapters represents a key issue for working towards achieving a world-class service edge
The continued growth of the Internet and e-commerce are having a profound effect on service
E-businesses need to learn how to interact with their customers, while it is essential for conventional commerce to strive to be even better in the world of ever-increasing competition