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Service America in the New Economy Updated and Expanded for Today's Cusomer-Driven Marketplace

ISBN-10: 0071377220

ISBN-13: 9780071377225

Edition: 2nd 2002

Authors: Karl Albrecht, Ron Zemke

List price: $24.95
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Description:

In this world of technological commerce customer loyalty is waning. This guide, using innovative techniques and methodologies combined with real-life examples, provides insight into strategies to confront the either do it bigger or do it better imperative and the truth of what service means.
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Book details

List price: $24.95
Edition: 2nd
Copyright year: 2002
Publisher: McGraw-Hill Trade
Binding: Hardcover
Pages: 336
Size: 6.25" wide x 9.00" long x 1.00" tall
Weight: 1.430
Language: English

Karl Albrecht is a world-renowned thinker, speaker, and author on organizational and individual effectiveness. He is chairman of Karl Albrecht International and has provided consulting services and seminars in Europe, Asia, South America, the Middle East, and Australia, as well as throughout the U.S. His many books include: Service America! (coauthored with Ron Zemke), The Only Thing That Matters, and The Northbound Train. He lives in San Diego, California.

Ron Zemke is senior editor of Training magazine and author or co-author of 23 books, including the bestselling Knock Your Socks Off Service series, Knock Your Socks Off Selling, and Service America! His work with organizations such as Ford Motor company, Microsoft, and Wendy's International bring him face-to-face with the pressures of the cross-generational workforce. He lives in Minneapolis.

Preface
Acknowledgments
Introduction: Service Management Updatep. 1
Service America I: Doing Business in the New Economy
The Service Imperativep. 13
The Evolving Art of Service Managementp. 33
The Service Trianglep. 49
The Customer: King or Peasant?p. 71
Finding and Defining the Service Strategyp. 97
Building the Service Delivery Systemp. 115
The Care and Feeding of Service Employeesp. 143
Dull Moments and Shining Momentsp. 167
Quality and Productivity: The Measurement and Action Imperativesp. 181
Profiles in Service: Where Service Is an Obsessionp. 205
Teaching the Elephant to Dancep. 225
Service Tomorrow: What Can We Expect?p. 237
Service America II: Doing Business in the New Millenium
The New Business Landscape: Globalism, Hypercompetition, and Technologyp. 247
Business at the Crossroads: High Tech or High Touch?p. 257
What's an Executive to Do?p. 277
Endnotesp. 383
Indexp. 291
Table of Contents provided by Blackwell. All Rights Reserved.