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The quest for loyalty : creating value through partnership / edited by Frederick F. Reichheld.

Contributor(s): Reichheld, Frederick F.
Material type: materialTypeLabelBookSeries: Harvard business review book series.Publisher: Boston, Ma. : Harvard Business School Press, 1996Description: xxvi, 278 p. ; 24 cm. + hbk.ISBN: 0875847455.Subject(s): Customer relations | Loyalty | Employee loyalty | Corporations -- Investor relationsDDC classification: 658.812
Contents:
Part I: Setting the stage -- Loyalty-based management / Frederick F. Reichheld -- Competing for the future / Gary Hamel and C. K. Prahalad -- Part II: Employer/Employee loyalty -- Trust and the virtual organization / Charles Handy -- Service comes first: an interview with USAA's Robert F. McDermott / Thomas Teal -- The power of predictability / Howard H. Stevenson and Mihnea C. Moldoveanu -- Part III: Investor loyalty -- Capital disadvantage: America's failing capital investment system / Michael E. Porter -- Reckoning with the pension fund revolution / Peter F. Drucker -- Part IV: Customer Loyalty -- Zero defections: quality comes to services / Frederick F. Reichheld and W. Earl Sasser, Jr. -- Why satisfied customers defect / Thomas O. Jones and W. Earl Sasser, Jr. -- Competing on customer service: an interview with British Airway's Sir Colin Marshall / Steven E. Prokesch -- Letter to the editor in response to 'competing on customer service: an interview with British Airway's Sir Colin Marshall' / Frederick F. Reichheld -- Part V: Tools for Building Customer loyalty -- Championing the customer / Charles R. Weiser -- Do rewards really create loyalty? / Louise O'Brien and Charles Jones -- Do you want to keep your customers forever? / B. Joseph Pine II, Don Peppers and Martha Rogers -- Learning from customer defections / Frederick F. Reichheld.
Holdings
Item type Current library Call number Copy number Status Date due Barcode Item holds
General Lending MTU Bishopstown Library Lending 658.812 (Browse shelf(Opens below)) 1 Available 00015340
Total holds: 0

Enhanced descriptions from Syndetics:

This collection of articles and interviews from the Harvard Business Review, should help business leaders understand, integrate and manage the various dimensions of loyalty in their compaines. The book also features contributions from authors such as Hamel, Prahalad, Porter, Handy and Drucker. It demonstrates a need for understanding loyalty from customers, investors, employees and strategists.

Includes bibliographical references and index.

Part I: Setting the stage -- Loyalty-based management / Frederick F. Reichheld -- Competing for the future / Gary Hamel and C. K. Prahalad -- Part II: Employer/Employee loyalty -- Trust and the virtual organization / Charles Handy -- Service comes first: an interview with USAA's Robert F. McDermott / Thomas Teal -- The power of predictability / Howard H. Stevenson and Mihnea C. Moldoveanu -- Part III: Investor loyalty -- Capital disadvantage: America's failing capital investment system / Michael E. Porter -- Reckoning with the pension fund revolution / Peter F. Drucker -- Part IV: Customer Loyalty -- Zero defections: quality comes to services / Frederick F. Reichheld and W. Earl Sasser, Jr. -- Why satisfied customers defect / Thomas O. Jones and W. Earl Sasser, Jr. -- Competing on customer service: an interview with British Airway's Sir Colin Marshall / Steven E. Prokesch -- Letter to the editor in response to 'competing on customer service: an interview with British Airway's Sir Colin Marshall' / Frederick F. Reichheld -- Part V: Tools for Building Customer loyalty -- Championing the customer / Charles R. Weiser -- Do rewards really create loyalty? / Louise O'Brien and Charles Jones -- Do you want to keep your customers forever? / B. Joseph Pine II, Don Peppers and Martha Rogers -- Learning from customer defections / Frederick F. Reichheld.

Reviews provided by Syndetics

Booklist Review

As U.S. consumers are turning inward to rediscover spiritual values, major U.S. corporations seem to be undertaking a similar journey in quest of old-fashioned virtues. Banished to a production process is the once-golden concept of reengineering; in its place stand the issues of loyalty and, yes, trust, both within and without the organization. Consultant Reichheld edits a distinguished collection of well-considered essays by some of the world's best business thinkers. Philosopher Charles Handy, for instance, speaks simply yet elegantly of trust, pulling case histories from both homespun and sophisticated business lives. Sir Colin Marshall, CEO of British Airways, explains in interview format exactly why his airline, alone among all the competition, enjoys profits year after year. Accepting customer loyalty blindly is no longer enough, most agree; what must be added are intelligent evaluations, valuable services, and an organization-wide understanding of what each customer means in dollars and cents and in impact. --Barbara Jacobs

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