Full Product Details
Author: John A. Murphy
Publisher: John Wiley & Sons Inc
Imprint: John Wiley & Sons Inc
Dimensions:
Width: 16.00cm
, Height: 2.30cm
, Length: 23.20cm
Weight: 0.652kg
ISBN: 9780471498186
ISBN 10: 0471498181
Pages: 304
Publication Date: 16 January 2001
Audience:
Professional and scholarly
,
Professional & Vocational
Format: Hardback
Publisher's Status: Active
Availability: Out of stock
The supplier is temporarily out of stock of this item. It will be ordered for you on backorder and shipped when it becomes available.
Reviews
"""John Murphy has touched upon every conceivable pertinent aspect of delivering the ultimate customer service. I predict that The Lifebelt will quickly be adopted as a reference manual for anyone looking to achieve the ultimate customer experience within their organisation. It should be used as a training tool and also as a benchmarking tool. ...a well--researched, well--written and well--presented piece of corporate literature. Every self--respecting customer--centric service leader should consider adding it to their library."" (Winning Business, January 2001) ""The Lifebelt is a framework that offers a practical way forward to integrating and mobilising an entire organisation towards a holistic customer relationship management programme."" (Teams, 12th April 2001) ""The book is well written and well argued.."" (Marketing Business, May 2001) ""a good primer"" (Marketing, 19th May 2001)"
John Murphy has touched upon every conceivable pertinent aspect of delivering the ultimate customer service. I predict that The Lifebelt will quickly be adopted as a reference manual for anyone looking to achieve the ultimate customer experience within their organisation. It should be used as a training tool and also as a benchmarking tool. ...a well--researched, well--written and well--presented piece of corporate literature. Every self--respecting customer--centric service leader should consider adding it to their library. (Winning Business, January 2001) The Lifebelt is a framework that offers a practical way forward to integrating and mobilising an entire organisation towards a holistic customer relationship management programme. (Teams, 12th April 2001) The book is well written and well argued.. (Marketing Business, May 2001) a good primer (Marketing, 19th May 2001)
John Murphy has touched upon every conceivable pertinent aspect of delivering the ultimate customer service. I predict that The Lifebelt will quickly be adopted as a reference manual for anyone looking to achieve the ultimate customer experience within their organisation. It should be used as a training tool and also as a benchmarking tool. ...a well-researched, well-written and well-presented piece of corporate literature. Every self-respecting customer-centric service leader should consider adding it to their library. (Winning Business, January 2001) The Lifebelt is a framework that offers a practical way forward to integrating and mobilising an entire organisation towards a holistic customer relationship management programme. (Teams, 12th April 2001) The book is well written and well argued.. (Marketing Business, May 2001) a good primer (Marketing, 19th May 2001)
Author Information
Dr John A Murphy is Abbey National Visiting Professor in Service Quality at the Manchester Business School. Professor Murphy combines the roles of academic and international consultant specializing in service quality management and customer retention. He has held a series of senior management positions both in Ireland and the UK. He is currently a non-executive director of Total Research, the London-based European operation of the International Strategic Market Research Company, headquartered in Princeton, New Jersey, USA. At Manchester Business School, he has established a unique cohort of PhD scholarship students in conjunction with leading UK compaies. These students are specalizing in service quality / customer retention research with an emphasis on issues that have a practical relevace to industry. This is the largest doctoral research group in this specialist area in Europe. He is a contributor to the MBA Programme and directs the Best in Quality Case Study Conference Programme. He is a regular contributor to the Management and Executive Development programmes of the MBS Executive Centre. He holes five professioal fellowships and is a member of the International Academy for Quality, whose members are chosen from the most active protagonists in quality in the world. John Murphy is a Food Science graduate of University College, Cork and has a Master’s degree in Science from Trinity College, Dublin, and Doctor of Philosophy degree from the University of Ulster, Ireland.
