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Service agility: A crucial component...

Michigan State University.

Service agility: A crucial component of service strategy.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
書名/作者:	Service agility: A crucial component of service strategy.
作者:	Miller, Joseph C.
面頁冊數:	143 p.
附註:	Source: Dissertation Abstracts International, Volume: 71-08, Section: A, page: 2962.
Contained By:	Dissertation Abstracts International71-08A.
標題:	Business Administration, Marketing.
標題:	Business Administration, Management.
ISBN:	9781124137872
摘要、提要註:	This three-essay format dissertation reports two unique studies capturing the central phenomenon of the agile service transaction. The first study is a qualitative study of an agile critical incident, in which a paired employee and manager from a single focal firm describe a transaction in which the customer told them that they "went above and beyond the call of duty". The reported factors were analyzed to determine which managerial actions affected qualities of the front-line employee. In the second quantitatively-based study, managers and associated employees from a service-oriented retail firm were surveyed about over-arching managerial strategic tools, such as market orientation and commitment to service quality, related to tactical factors such as training, recognition, pay and empowerment, in creating an agile service transaction.
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3417666

Service agility: A crucial component of service strategy.
Miller, Joseph C.

Service agility: A crucial component of service strategy. - 143 p.

Source: Dissertation Abstracts International, Volume: 71-08, Section: A, page: 2962.

Thesis (Ph.D.)--Michigan State University, 2010.

This three-essay format dissertation reports two unique studies capturing the central phenomenon of the agile service transaction. The first study is a qualitative study of an agile critical incident, in which a paired employee and manager from a single focal firm describe a transaction in which the customer told them that they "went above and beyond the call of duty". The reported factors were analyzed to determine which managerial actions affected qualities of the front-line employee. In the second quantitatively-based study, managers and associated employees from a service-oriented retail firm were surveyed about over-arching managerial strategic tools, such as market orientation and commitment to service quality, related to tactical factors such as training, recognition, pay and empowerment, in creating an agile service transaction.

ISBN: 9781124137872Subjects--Topical Terms:

423167
Business Administration, Marketing.

Service agility: A crucial component of service strategy.
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035 $a (UMI)AAI3417666
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100 1 $a Miller, Joseph C. $3 423383
245 1 0 $a Service agility: A crucial component of service strategy.
300 $a 143 p.
500 $a Source: Dissertation Abstracts International, Volume: 71-08, Section: A, page: 2962.
500 $a Adviser: Roger J. Calantone.
502 $a Thesis (Ph.D.)--Michigan State University, 2010.
520 $a This three-essay format dissertation reports two unique studies capturing the central phenomenon of the agile service transaction. The first study is a qualitative study of an agile critical incident, in which a paired employee and manager from a single focal firm describe a transaction in which the customer told them that they "went above and beyond the call of duty". The reported factors were analyzed to determine which managerial actions affected qualities of the front-line employee. In the second quantitatively-based study, managers and associated employees from a service-oriented retail firm were surveyed about over-arching managerial strategic tools, such as market orientation and commitment to service quality, related to tactical factors such as training, recognition, pay and empowerment, in creating an agile service transaction.
590 $a School code: 0128.
650 4 $a Business Administration, Marketing. $3 423167
650 4 $a Business Administration, Management. $3 423062
690 $a 0338
690 $a 0454
710 2 $a Michigan State University. $3 423153
773 0 $t Dissertation Abstracts International $g 71-08A.
790 1 0 $a Calantone, Roger J., $e advisor
790 $a 0128
791 $a Ph.D.
792 $a 2010
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3417666

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