商品敘述：

Service Excellence in Organizations, Eight Key Steps to Follow and Achieve It, is a two-volume book published by Business Expert Press in 2019 and written by Fiona Urquhart, who leads Durham University''s MBA module on service excellence and has consulted for an array of service and manufacturing organizations. Volume I deals with the basic tenets of service excellence, while Volume II focuses on approaches that will embed excellence, promote loyalty and advocacy, and ensure freshness of a product or service offering. These are all aspects that help to deliver sustainability for the organization, representing some of the robust strategies available to organizations, building on earlier robust strategies of outside-in thinking, branding, segmentation, quality, and trust building explored in the first volume. In the second volume, the third chapter considers how innovation in products and services, but also in systems, can ensure that the organization maintains its relevance for staff and existing customers, whilst also presenting them with new and exciting alternatives.

涵蓋領域：

Change management;Customer lifecycle management;Customer profitability analysis;Customer relationship management;Customer satisfaction;Design thinking;Innovation;Service management;Service quality

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