Strategic Listening (ePub)
The main aim of the book is to increase knowledge about listening and help organizations and individuals become better at strategic listening. And through this, contribute to strengthening the listening skills of organizations and individuals.
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The main aim of the book is to increase knowledge about listening and help organizations and individuals become better at strategic listening. And through this, contribute to strengthening the listening skills of organizations and individuals.
Anette Svingstedt (Ph.D.) is senior lecturer in Service studies at Lund University. Svingstedt has a 20-year, previous management career within the private business life in industries such as hotels and restaurants and the travel industry. In these businesses, Anette has been manager, co-owner and CEO. During these years, the interest and commitment to leadership in service activities was awakened. In 2012, Anette defended her thesis in service science with a thesis on the customer meeting, and how this important meeting between representatives of organizations and those they are there for needs to be managed and organized based on a strategic service perspective. Since her dissertation, she has researched and taught in areas such as service management, leadership, value creation and sustainable services. Svingstedt has also been head of the Department of Service Management with almost 70 researchers and administrative staff. From a service perspective, the starting point is that the organization must have the customer's focus and in order to be successful. Regardless of whether it concerns a private or public organization, it is of central importance to listen both inwardly to the employees and outwardly to those who use the organization's services. This is to create an organizational infrastructure that enables good quality in the meeting with the customer. In addition to her thesis, Anette has written debate articles, book chapters on the customer meeting and scientific articles on the theme of value creation, professionalism, and leadership. In addition, since 2002, Anette has worked as a consultant and lecturer in both the private and public sectors.
- Autoren: Mats Heide , Anette Svingstedt
- 2023, 1. Auflage, 122 Seiten, Englisch
- Verlag: Taylor & Francis
- ISBN-10: 1000997243
- ISBN-13: 9781000997248
- Erscheinungsdatum: 28.11.2023
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- Dateiformat: ePub
- Größe: 0.42 MB
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