Albrecht, Karl. 1941-
Service America! : doing business in the new economy / Karl Albrecht and Ron Zemke. - Homewood, Ill. : Dow Jones-Irwin, c1985. - ix, 203 pages :
Includes bibliographical references and index.
Contents: 1 The service imperative -- 2 What we can learn about service from scandinavia -- 3 The triangle of service -- 4 The customer: king or peasant? -- 5 Finding the service strategy -- 6 Building the service system -- 7 The service people -- 8 Dull moments and shining moments -- 9 Quality and productivity: the measurement and action imperatives -- 10 Profiles in service: where service is an obsession -- 11 How to teach an elephant to dance -- 12 Service tomorrow: what we can expect?.
English
0446390925[newsprint]
Service industries--Management.--United States
United States--Economic conditions--1981-
Service America! : doing business in the new economy / Karl Albrecht and Ron Zemke. - Homewood, Ill. : Dow Jones-Irwin, c1985. - ix, 203 pages :
Includes bibliographical references and index.
Contents: 1 The service imperative -- 2 What we can learn about service from scandinavia -- 3 The triangle of service -- 4 The customer: king or peasant? -- 5 Finding the service strategy -- 6 Building the service system -- 7 The service people -- 8 Dull moments and shining moments -- 9 Quality and productivity: the measurement and action imperatives -- 10 Profiles in service: where service is an obsession -- 11 How to teach an elephant to dance -- 12 Service tomorrow: what we can expect?.
English
0446390925[newsprint]
Service industries--Management.--United States
United States--Economic conditions--1981-