ISBN 9780875848679 | 0875848672 Textbooks - "Best Face Forward Why Companies Must Improve Their Service Interfaces With Customers" by Jeffrey F Rayport Bernard J Jaworski Jeffrey F Rayport Bernard J Jaworski

Authors: Jeffrey F. Rayport - Bernard J. Jaworski - Jeffrey F. Rayport; Bernard J. Jaworski
ISBN 10: 0875848672
ISBN 13: 9780875848679
Release: January 20, 2005
Format: Hardcover (262 pages)
List Price: $32.95
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List Price: $32.95

Tags: Business & Investing, By Publisher, Harvard Business School Press,

Book Description:
In Best Face Forward, Jeffrey F. Rayport and Bernard J. Jaworski argue that as this "front-office automation" revolution unfolds, competitive advantage will increasingly depend on deploying the right mix of interfaces with customers - human, automated, and hybrids of both - to surpass current levels of performance and service. Based on extensive research inside both start-up and established businesses, Best Face Forward proposes guiding principles and a practical auditing tool for determining how humans and machines can best collaborate in mediating critical customer interactions. Far from dehumanizing the workforce, the authors show how this revolution will create a "people-rich" workplace - one that combines the unique capabilities of humans and machines to create a better world for all of us.

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Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers