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Service America! : doing business in the new economy
- Author / Creator
- Available as
- Physical
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- Creator
- Karl Albrecht and Ron Zemke
- Format
- Books
- Language
- English
- Contributors
- Publication
-
- Homewood, Ill. : Dow Jones-Irwin, [1985]
- ©1985
- Physical Details
-
- ix, 203 pages : illustrations ; 24 cm
- ISBNs
- 9780870946592, 0870946595
- OCLC
- ocm12629897
- Includes index.
- Bibliography: pages 198-199.
- 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?