Reprint. Originally published: Homewood, Ill. : Dow Jones-Irwin, c1985.
Bibliography
Includes bibliographical references (p. 198-199).
Note
Includes index.
Contents
The service imperative -- What we can learn about service from Scandinavia -- The triangle of service -- The customer: king or peasant? -- Finding the service strategy -- Building the service system -- The service people -- Dull moments and shining moments -- Quality and productivity: the measurement and action imperatives -- Profiles in service: where service is an obsession -- How to teach an elephant to dance -- Service tomorrow: what can we expect?
