Market Leader Through Service Excellence

Prof. Dr. Matthias Gouthier

doi:10.5771/9783748933700

Summary

Excellent service does not just happen by itself. Best-in-class companies worldwide use concepts that have established themselves under the label “service excellence.” The edited volume “Market Leader Through Service Excellence – World-Class Approaches to Managing Excellent Services” is dedicated to the essential question of how service excellence is implemented and lived by and in successful companies. The structure of the book is based on the model of service excellence as it is anchored in the ISO standard 23592:2021. To this end, proven experts from various industries present best practices demonstrating successful ways to implement service excellence.With contributions fromFerri Abolhassan, Björn Becker, Sabine Börnsen, Philippe Clarinval, Svenja Daniel, Matthias Gouthier, Enrico Jensch, Juliane Köninger, Michael Moritz, Christian Polenz, Matthias Raquet, Christopher Rastin, Carsten K. Rath and Kristina Rodig.

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Bibliographic data

Copyright year: 2023
ISBN-Print: 978-3-8487-7520-0
ISBN-Online: 978-3-7489-3370-0
Publisher: Nomos, Baden-Baden
Series: Reihe Dienstleistungsmanagement | Dienstleistungsmarketing
Volume: 8
Language: English
Pages: 237
Product type: Edited Book

Titelei/Inhaltsverzeichnis No access Pages 1 - 12
1. Matthias Gouthier
  1. 1. Service excellence is on the rise worldwide No access
  2. 2. History of the international standard ISO 23592:2021 “Service excellence – Principles and model” No access
  3. 3. Overview of the contributions No access
  4. 4. Conclusion No access
  5. Bibliography No access
1. Matthias Gouthier
  1. 1. Relevance of service excellence No access
  2. 1. 2.1 Benefits of service excellence in general No access
    2. 2.2 Benefits of using ISO 23592:2021 “Service excellence – Principles and model” No access
  3. 3. Conclusion No access
  4. Bibliography No access
2. Matthias Gouthier
  1. 1. Content and structure of ISO 23592:2021 No access
  2. 2. Principles of service excellence according to ISO 23592:2021 No access
  3. 1. 3.1 Service excellence vision, mission, and strategy No access
    2. 3.2 Leadership and management requirements No access
    3. 3.3 Service excellence culture No access
    4. 3.4 Employee engagement No access
    5. 3.5 Understanding customer needs, expectations, and desires No access
    6. 3.6 Designing and renewing outstanding customer experiences No access
    7. 3.7 Service innovation management No access
    8. 3.8 Managing customer-experience-related efficient and effective processes and organizational structures No access
    9. 3.9 Monitoring service excellence activities and results No access
  4. 4. Conclusion No access
  5. Bibliography No access
1. Michael Moritz
  1. 1. Service excellence needs emotions No access
  2. 2. The founder: A service provider par excellence No access
  3. 1. 3.1 Corporate culture: Values and mission No access
    2. 3.2 A company shines from within No access
    3. 3.3 Relationships: For better or worse No access
    4. 1. 3.4.1 Strengthening communication through further training No access
      2. 3.4.2 How to measure delight No access
      3. 3.4.3 Freedom promotes growth and delight No access
      4. 3.4.4 Winning hearts: Surprises leave a lasting impression No access
      5. Examples: No access
      6. 3.4.5 Change is the new normal No access
  4. 4. Conclusion No access
  5. Bibliography No access
1. Christian Polenz, Sabine Börnsen
  1. 1. Relevance of service excellence in the financial industry and for TeamBank AG No access
  2. 2. TeamBank AG – the center of competence for modern liquidity management within the Cooperative Financial Network No access
  3. 3. Service excellence—“standing alone” or an integral part of the overall strategy? No access
  4. 4. Mindset and culture – customer delight mirrors the company’s DNA No access
  5. 5. Now concretely: What does the translation of the values look like? No access
  6. 6. Conclusion – the journey continues No access
  7. Bibliography No access
1. Philippe D. Clarinval
  1. 1. Why is a service excellence culture needed at all? No access
  2. 2. Service excellence at the Carlton Hotel St. Moritz No access
  3. 1. 3.1 Managers’ responsibility No access
    2. 3.2 The value chain of the hotel No access
    3. 3.3 Transactional or transformational leadership No access
    4. 3.4 The importance of work in the context of service excellence No access
    5. 3.5 Awareness in the context of a service excellence culture No access
  4. 4. The impact of COVID-19 on service excellence No access
  5. 5. Conclusion No access
  6. Bibliography No access
1. Matthias Gouthier, Matthias Raquet
  1. 1. Employee engagement as a central element of service excellence No access
  2. 2. Service excellence in action at oneservice No access
  3. 3. The Service Excellence Academy No access
  4. 4. Requirements for e-learning sessions on service excellence and its content No access
  5. 5. Conclusion No access
  6. Bibliography No access
1. Juliane Köninger, Matthias Gouthier
  1. 1. 1.1 Introduction to and relevance of CX No access
    2. 1.2 Positive effects of CXM No access
  2. 2. Implementation of CXM No access
  3. 3. Creating a positive CX No access
  4. 1. 4.1 Top management support No access
    2. 4.2 Corporate culture No access
    3. 4.3 Dedicated employees No access
    4. 4.4 CX measurement No access
    5. 4.5 Use of CX data No access
    6. 4.6 Cross-functional working No access
  5. 5. Conclusion No access
  6. Bibliography No access
1. Björn Becker
  1. 1. Presentation of the Lufthansa Group No access
  2. 2. Service strategies as differentiation in the airline market No access
  3. 3. Digital transformation and opportunities for service excellence No access
  4. 1. 4.1 Service strategy No access
    2. 4.2 Service design methods No access
  5. 5. Summary and outlook No access
  6. Bibliography No access
2. Carsten K. Rath, Enrico Jensch
  1. 1. 1.1 The healthcare industry in Germany is stagnating No access
    2. 1.2 Helios Hospitals – economic growth meets quality management No access
    3. 1.3 Healthcare – but with excellent service, please No access
  2. 1. 1. 2.1.1 Visions at first glance: Carsten K. Rath and Enrico Jensch lay a culinary foundation No access
      2. 2.1.2 The basic ingredient that creates something new out of seemingly irreconcilable opposites No access
    2. 1. 2.2.1 From the idea to the concept No access
      2. 2.2.2 From the show plate to the hospital No access
      3. 2.2.3 The coronavirus crisis as a source of inspiration – from the kitchens at home to the hospital No access
      4. 2.2.4 Successful launch of lunch and a cookbook to go No access
  3. 1. 3.1 Reheated dishes do not taste good. Advanced creations do No access
    2. 3.2 Outlook No access
  4. Bibliography No access
1. Ferri Abolhassan
  1. 1. 2. The Dick Fosburys of business No access
  2. 3. Jeff Bezos’ recipe for success No access
  3. 1. 4.1 Regionalization: New customer proximity No access
    2. 4.2 Expertise: New knowledge No access
    3. 4.3 Radicality: New services No access
  4. 5. Have the courage to continue on the path No access
  5. Bibliography No access
1. Svenja Daniel
  1. 1. Chemical distribution – a relatively unknown market with great potential No access
  2. 2. Brenntag SE No access
  3. 1. 3.1 The first step is the most important but also the most difficult No access
    2. 3.2 An all-encompassing framework No access
    3. 3.3 We need a forest fire – or at least many blazing fires No access
    4. 3.4 Feedback is the key No access
  4. 4. Outlook No access
  5. Bibliography No access
1. Kristina Rodig, Christopher J. Rastin
  1. 1. 1.1 Why a Customer Experience Service Excellence Program for E.ON? No access
    2. 1. 1.2.1 The CSEP Logic Model No access
      2. 1.2.2 Implementation of the CSEP No access
  2. 2. How to increase NPS No access
  3. 1. 2.2 Bayesian networks No access
    2. 2.3 Tools for the scenario model No access
    3. 2.4 Brand and marketing communication activities as a prerequisite for changing perceptions No access
  4. 3. Conclusion No access
  5. Bibliography No access
1. Matthias Gouthier
  1. 1. 1.1 Certifying service excellence No access
    2. 1.2 Measuring service excellence (performance) No access
    3. 1.3 Implementing service excellence No access
    4. 1.4 Qualifying for service excellence No access
    5. 1.5 Internal service excellence No access
    6. 1.6 Digital service excellence No access
    7. 1.7 Industry-specific differentiation of service excellence No access
  2. 2. Conclusion No access
  3. Bibliography No access
1. Dr. Ferri Abolhassan No access
2. Dr. Björn Becker No access
3. Sabine Börnsen No access
4. Philippe D. Clarinval No access
5. Svenja Daniel No access
6. Prof. Dr. Matthias Gouthier No access
7. Enrico Jensch No access
8. Juliane Köninger No access
9. Michael Moritz No access
10. Christian Polenz No access
11. Matthias Raquet No access
12. Christopher J. Rastin No access
13. Carsten K. Rath No access
14. Dr. Kristina Rodig No access
Leere Seite No access Pages 237 - 237

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