Service America! : doing business in the new economy / Karl Albrecht and Ron Zemke.
Material type:
TextPublisher: Homewood, Ill. : Dow Jones-Irwin, c1985Description: ix, 203 pagesContent type: text Media type: unmediated Carrier type: volumeISBN: 0446390925[newsprint]Subject(s): Service industries -- Management. -- United States | United States -- Economic conditions -- 1981-| Item type | Current location | Call number | Status | Date due | Barcode |
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Book
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658.00973 Al15 1985 (Browse shelf) | Available |
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?.
BSBA-Human Resouce Development Management
English
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