Winning the Service Game [Hardcover]

Benjamin Schneider (Author), David Earl Bowen (Author)

Book Description

Publication Date: March 1, 1995 | ISBN-10: 0875845703 | ISBN-13: 978-0875845708

This text offers guidelines on what it takes to deliver outstanding service. It presents over 50 explicit rules for delivery service quality and it argues that in order to gain competitive advantage in customer service, companies must focus on retaining customers. The book's findings are based on dozens of company examples and a decade of research.

Editorial Reviews

From Publishers Weekly

Looking for competitive advantages, service businesses seek to provide "seamless service" to consumers, a goal often undermined by employee indifference and independence, reliance on outmoded industrial management policies and mindless bureaucracies, according to the authors. How can firms create effective service cultures and customer partnerships? Drawing on numerous case studies (the Disney parks, the Florida Marlins) and 53 guidelines, Schneider, professor of psychology at the Univ. of Maryland, and Bowen, associate professor of management at Arizona State, argue that companies must refocus their procedures to meet today's customer expectations, develop innovative organizational structures and train and motivate employees to forge "an unbeatable combination across the organization's customer, boundary, and coordination tiers." A no-nonsense guide interspersed with tips for service firms. Illustrations.
Copyright 1995 Reed Business Information, Inc.

From Library Journal

Schneider and Bowen, university professors of psychology and management, respectively, combine theories of human resources, marketing, and management in this practical, timely, how-to guide to competing successfully in service operations. They take a holistic approach to their discussion, presenting more than 50 "rules" of the service game that companies must address simultaneously in order to achieve success. These rules cover such areas as focusing on the needs of the customer; using state-of-the-art practices in hiring, training, and rewarding employees; and adopting a "service logic" throughout the organization. The rules that Schneider and Bowen have come up with are not new or innovative; the value of the book lies in their integration. The authors use many examples from real companies to illustrate these principles. Recommended for both lay readers and specialists.
Gary W. White, Pennsylvania State Univ., Harrisburg
Copyright 1995 Reed Business Information, Inc.

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Product Details

• Hardcover: 320 pages
• Publisher: Harvard Business Press (March 1, 1995)
• Language: English
• ISBN-10: 0875845703
• ISBN-13: 978-0875845708
• Product Dimensions: 9.5 x 6.4 x 1.2 inches
• Shipping Weight: 1.3 pounds
• Average Customer Review: 4.0 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #1,368,429 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

5 of 6 people found the following review helpful:

5.0 out of 5 stars Service oriented managers MUST read this book!, December 9, 1998

By 

"ronenbn" - See all my reviews

This review is from: Winning the Service Game (Hardcover)

I am in the service business. Training people in service has been my job for many years. I have read dozens of books on service. However, this book presents a total shift in mind when speaking about service. We all have a lot yet to cover if we are committed to generate service excellence. Don't miss the opportunity. Ronen Ben-Naphtali (Israel)

1 of 2 people found the following review helpful:

5.0 out of 5 stars Brilliant - A Shining Star among Service Books, November 28, 2001

By 

"olcc" - See all my reviews

This review is from: Winning the Service Game (Hardcover)

Ben Schneider has written a book of extraordinary value here. Having read several dozen service books, this one ranks with The Service Profit Chain, Call Center Management on Fast Forward and The Discipline of Market Leaders. As a psychologist, Schneider demonstrates a profound understanding of customer (and employee!) behavior. Some may criticize its mildly academic approach, but anyone who wants to get beyond the fluffy prose and jaded case studies of American-based service needs to read this book. Unlike so many publications today, this one cannot go out of date.

3 of 6 people found the following review helpful:

2.0 out of 5 stars Not for practioners, but great for students, November 6, 1999

By 

Victor Loh - See all my reviews

This review is from: Winning the Service Game (Hardcover)

I must say that I was quite dissapointed with the book. The book was stale and at times too disciptive. Perhaps, it was meant for students and not real world practictioners. However, to be fair, I am quite sure that both the authors are experts on the subject and would be great if they had written a more applicable / practical follow-up for us in the (service) game. Like I said, this would be a good text and that's about it.