000			03191nam a22003377a 4500
003			OSt
005			20260615122345.0
008			260615b |||||||| |||| 00| 0 eng d
020			_a9780139786020 [paperback]
040			_aUniversity of Cebu-Banilad _cUniversity of Cebu-Banilad
100			_aTocquer, Gerard A., _eauthor.
245			_aService Asia : _bhow the tigers can keep their stripes / _cGerard A. Tocquer, Chan Cudennec.
260			_aSingapore : _bSimon & Schuster (Asia) Pre Ltd, _cc1998.
300			_axii, 212 pages : _billustrations _c22.7 cm.
336			_2rdacontent _atext
337			_2rdamedia _aunmediated
338			_2rdacarrier _avolume
504			_aIncludes bibliographical references, index.
505			_aContents: Preface — Acknowledgements — ONE: The service temple - creating service value — TWO: Inculcating a service value strategy — THREE: Customer focus — FOUR: Total employee involvement — FIVE: Measurement — SIX: Continuous improvement — SEVEN: Communicating service value — EIGHT: Preparing for the future — Appendix — Bibliography — Index.
520			_a"Based on extensive research, this book looks at how "service value" has contributed to the success of 11 leading companies in Asia and points the way for other companies to follow in the future in order to regain competitiveness and success in Asia. The companies discussed are: The Asian Sources Media Group, Bangkok Bank, China Light & Power Company, DHL International, Giordano, Hongkong Telecom, Jollibee Foods Corporation, Mass Transit Railway Corporation, Mount Elizabeth Hospital Ltd, Shangri-La Hotels and Resorts, Singapore Airlines. The emphasis in the book is on strategies that are critical for service organizations to create more value for their customers. Unique features in the book include: 1. A chapter which explores the foundation of service value: the company's history, corporate strategy and the role of the Chief Executive Officer (CEO). 2. A chapter which examines how firm captures the voice of customers and integrate it into the organization. 3. A chapter investigating how successful companies get employees totally involved in the service management process. It also explores the impact of Asian values on the way service is delivered. 4. A chapter showing the importance companies place in measuring their performance by monitoring the gap between their vision and today's reality. 5. A chapter that looks at how these companies organize themselves to create a continuous improvement of culture. 6. A chapter examining approaches used by outstanding organizations to communicate the value of their services to customers. 7. A chapter showing concern with how Asian companies renew their business by preparing for the future." —Provided by the publisher
521			_aAdult
541			_xLauron, Rodello _yGeneral Education _zSocial Studies
546			_aText in English
650			_aService industries _xAsia.
650			_aCustomer services _xAsia.
650			_aStrategic planning _xAsia.
700			_aCudennec, Chan, _eauthor.
942			_2ddc _cBK
998			_cGian [new] _d06/15/2026
999			_c15386 _d15386