Service quality is reexamined by Schaaf in this sequel to his 1989 coauthored The Service Edge. The financial realities of the marketplace, the proliferation of technology and the maturing of our economy all dramatically affect business. But how do these factors specifically affect the delivery and management of service? Schaaf's answer is interesting and surprising: companies delivering good service focus not on tactical issues concerning specific customer interactions but on strategic issues integrating the fundamentals of the business. For example, service quality is more about systems and how they are managed than about people and how they act. Broad outlines of successful service strategies are concisely presented here and supported with anecdotal evidence. This book is highly recommended to corporate executives and business students who want to gain insight into the basic issues of quality service in a rapidly changing environment. (Oct.)
What is a company's balance point between the demands of its customers and the profit expectations of its shareholders? In the era of “lean and mean” operations, is quality service still the key to a business' bottom line? To answer these corporate life-and-death questions, Dick Schaaf, a leading authority on the subject and co-author of The Service Edge, goes back to the 101 companies he profiled in 1989 and reviews what has happened to them since. Ninety-nine of the original 101 are still in business, but all have had to learn valuable lessons along the way in order to keep, refine, and reinvent their edge in increasingly competitive markets. By looking at what has worked for corporations such as Home Depot, Merck, and McDonald's, and what has not for others such as American Express, Disney, and Acura, Schaaf reveals the new direction in service for CEOs, corporate managers, and small-business owners alike.
What is a company's balance point between the demands of its customers and the profit expectations of its shareholders? In the era of “lean and mean” operations, is quality service still the key to a business' bottom line? To answer these corporate life-and-death questions, Dick Schaaf, a leading authority on the subject and co-author of The Service Edge, goes back to the 101 companies he profiled in 1989 and reviews what has happened to them since. Ninety-nine of the original 101 are still in business, but all have had to learn valuable lessons along the way in order to keep, refine, and reinvent their edge in increasingly competitive markets. By looking at what has worked for corporations such as Home Depot, Merck, and McDonald's, and what has not for others such as American Express, Disney, and Acura, Schaaf reveals the new direction in service for CEOs, corporate managers, and small-business owners alike.
Keeping the Edge: Giving Customers the Service They Demand
Keeping the Edge: Giving Customers the Service They Demand
Editorial Reviews
Product Details
| BN ID: | 2940169908374 |
|---|---|
| Publisher: | Blackstone Audio, Inc. |
| Publication date: | 04/27/2009 |
| Edition description: | Unabridged |
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