Barbara A. Gutek - The brave new service strategy: aligning customer relationships, market strategies, and business structures

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title	:	The Brave New Service Strategy : Aligning Customer Relationships, Market Strategies, and Business Structures
author	:	Gutek, Barbara A.; Welsh, Theresa M.
publisher	:	AMACOM Books
isbn10 | asin	:	0814405274
print isbn13	:	9780814405277
ebook isbn13	:	9780585317748
language	:	English
subject	Customer services.
publication date	:	2000
lcc	:	HF5415.5.G878 2000eb
ddc	:	658.8/12
subject	:	Customer services.

Page iii The Brave New Service Strategy Aligning Customer Relationships, Market Strategies, and Business Structures Barbara A. Gutek and Theresa Welsh

Page iv Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Tel.: 212-903-8316 Fax: 212-903-8083 This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Library of Congress Cataloging-in-Publication Data Gutek, Barbara A. The brave new service strategy : aligning customer relationships, market strategies, and business structures / Barbara A. Gutek and Theresa Welsh. p. cm. Includes bibliographical references and index. ISBN 0-8144-0527-4 1. Customer services. 1. Welsh, Theresa M. HF5415.5.G78 2000 658.8'12dc21 99-054932 2000 Barbara A. Gutek and Theresa Welsh. All rights reserved. Printed in the United States of America. This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Printing number 10 9 8 7 6 5 4 3 2 1

Page v Contents Preface ix Why This Book? ix The Concept: Encounter vs. Relationship x Pseudo-Relationships and Enhanced Encounters xii The Plan of the Book xiv Business Owners, Operations Managers, Consultants Need This Information xvi Chapter One Service Businesses: Successful but Still Merely Adequate? 1 Why So Much Dissatisfaction? 1 Was Service Better in the "Good Old Days"? 11 Mass Produced Service in the Information Age 16 Conclusion 22 Chapter Two Encounters and Relationships: Understanding the Changing Structure of Service 25 The Structure of Service Organizations 25 The Differences 36 Planning for Peaks and Valleys 50 Worker Satisfaction 50 Profits 57

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