[number or issue] 

Title :	Vol 16 No 4 - Special Issue Services: Enhancing Effectiveness
Material Type:	printed text
Authors:	Academy of Management (New York, USA), Author
Publication Date:	2002
Pagination:	pp. 5-180
Layout:	ill (b & w)
Size:	28 cm
Class number:	658.005
Contents note:	Four Seasons goes to Paris, by R. Hallowell, D. Bowen, & C. Knoop Mr. Christian Pierret, Secretary of State for Industry (1997–2002), on French perspectives on organizational leadership and management, by M. Deneire & M. Segalla Mr. Jean Lavigne, president of Motorola France, on how France can attract more foreign direct investment, by M. Segalla New York Times Company president and chief executive officer Russell Lewis on “The CEO's lot is not a happy one…” (with apologies to Gilbert and Sullivan), by J.M. Bartunek Introduction: Tracy Kidder's The Soul of a New Machine, by L.H. Peters Soulful ramblings: An interview with Tracy Kidder, by L.H. Peters “A good man in a storm”: An interview with Tom West, by L.H. Peters Three key principles from Soul, by W. Bigler Soul: A book for “a few dozen computer scientists”, by S. Shipp Suppose we took service seriously? An introduction to the special issue, by D.E. Bowen & R. Hallowell Driving service effectiveness through employee-customer linkages, by S.D. Pugh, J. Dietz, J.W. Wiley, & S.M. Brooks Who's the boss? Contending with competing expectations from customers and management, by K. Eddleston, D.L. Kidder, & B.E. Litzky Implementing successful self-service technologies, by M.J. Bitner, A. L. Ostrom, & M.L. Meuter Are your customers good enough for your service business?, by J. Bateson Aligning service strategy through Super-Measure management, by I.Morgan & J. Rao Achieving service success through relationships and enhanced encounters, by B.A. Gutek, M. Groth, & B. Cherry Best-practice complaint management, by R. Johnston & S. Mehra

[number or issue] Vol 16 No 4 - Special Issue Services: Enhancing Effectiveness [printed text] / Academy of Management (New York, USA), Author . - 2002 . - pp. 5-180 : ill (b & w) ; 28 cm.

Class number:

658.005

Contents note:

Four Seasons goes to Paris, by R. Hallowell, D. Bowen, & C. Knoop Mr. Christian Pierret, Secretary of State for Industry (1997–2002), on French perspectives on organizational leadership and management, by M. Deneire & M. Segalla Mr. Jean Lavigne, president of Motorola France, on how France can attract more foreign direct investment, by M. Segalla New York Times Company president and chief executive officer Russell Lewis on “The CEO's lot is not a happy one…” (with apologies to Gilbert and Sullivan), by J.M. Bartunek Introduction: Tracy Kidder's The Soul of a New Machine, by L.H. Peters Soulful ramblings: An interview with Tracy Kidder, by L.H. Peters “A good man in a storm”: An interview with Tom West, by L.H. Peters Three key principles from Soul, by W. Bigler Soul: A book for “a few dozen computer scientists”, by S. Shipp Suppose we took service seriously? An introduction to the special issue, by D.E. Bowen & R. Hallowell Driving service effectiveness through employee-customer linkages, by S.D. Pugh, J. Dietz, J.W. Wiley, & S.M. Brooks Who's the boss? Contending with competing expectations from customers and management, by K. Eddleston, D.L. Kidder, & B.E. Litzky Implementing successful self-service technologies, by M.J. Bitner, A. L. Ostrom, & M.L. Meuter Are your customers good enough for your service business?, by J. Bateson Aligning service strategy through Super-Measure management, by I.Morgan & J. Rao Achieving service success through relationships and enhanced encounters, by B.A. Gutek, M. Groth, & B. Cherry Best-practice complaint management, by R. Johnston & S. Mehra