This classic service primer shows how to make service quality an imperative in the organization and increase profits with customer loyalty.
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Predicting a massive employment shift from heavy industry to a service economy, Albrecht and Zemke trace a major business trend toward customer-oriented competition. In 1981, they note, SAS, like other airlines, lost money. The line's incoming president, Jan Carlson, perceived that all planes fly the same sky and that the only competitive edge lay in customers' recollections of their travel experiences. Carlson enforced a program to assure customers of services they expectedon-time performance, courteous treatment, in-flight comfortas a primary management concern. Big profits ensued, and "service management" became a new by-word, in Europe and worldwide. The authors view each personnel-customer contact as a "moment of truth," a cliche too often repeated as they delineate by anecdote, statistic, service "blueprint" and case history an increasing acknowledgment of customer satisfaction as a basic business requirement. 25,000 first printing; 50,000 ad/promo; author tour. November 14
Copyright 1985 Reed Business Information, Inc.
Readers will find Service America a useful guide for introducing a true customer orientation into the management of businesses whose focus is on a service rather than a more traditional physical product. In some respects the authors update and extend the ideas inherent in the marketing concept which is now some 20 years old. The work is reasonably concrete in providing managerial guidelines and is liberally sprinkled with short case studies as working examples of the concepts being discussed. Highly recommended to people engaged in the growing service sectors of the American economy. J. Holton Wilson, Sch. of Business, Central Michigan Univ., Mt. Pleasant
Copyright 1986 Reed Business Information, Inc.
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Descripción Irwin Professional Pub, 1985. Hardcover. Estado de conservación: New. 2nd ptg. Nº de ref. de la librería DADAX0870946595
Descripción Irwin Professional Pub, 1985. Hardcover. Estado de conservación: New. book. Nº de ref. de la librería M0870946595
Descripción Irwin Professional Pub, 1985. Hardcover. Estado de conservación: New. Never used!. Nº de ref. de la librería P110870946595