B&N Audiobooks Subscription = SAVINGS. Sign Up Today for a Free Book!
12 PRINCIPLES of QUALITY SERVICE: How America's Top Service Providers Gain A Competitive Advantage

12 PRINCIPLES of QUALITY SERVICE: How America's Top Service Providers Gain A Competitive Advantage

by D. Keith Denton

NOOK Book(eBook)


Available on Compatible NOOK Devices and the free NOOK Apps.
WANT A NOOK?  Explore Now
LEND ME® See Details


12 Principles of Quality Service is about a brilliantly simple way American companies can compete successfully for customers in a global market. Common sense, fair play, and the latest and shrewdest lessons in marketing and management are combined in a concept called "Qualitivity", which sets the service industry on a path towards customer satisfaction and vendor profit. D. Keith Denton interviews with service-luminaries draw key lessons from these companies:

American Express Company
Domino's Pizza
Federal Express
Hallmark Cards, Inc.
L.L. Bean, Inc.
Springfield Re-manufacturing Corporation (SRC)
Radio Shack
Texas Instruments

and others who are reaping the rewards of doing business the Quality Service way. Beaming executives, delighted customers, and contented employees will mark the company that heeds the advice found in this book. Each chapter focuses on an individual concept in the step-in-step program that can revolutionize a corporate image and keep customers loyal forever.

Related collections and offers

Product Details

BN ID: 2940044509528
Publisher: D. Keith Denton
Publication date: 05/01/2013
Sold by: Smashwords
Format: NOOK Book
File size: 241 KB
Age Range: 18 Years

About the Author

D. Keith Denton, Ph.D., is the author of fourteen books and over 190 management articles. He has written extensively about improving process inefficiencies and decision-making in both the service and manufacturing sectors. Many of his books have been translated into over a half-dozen languages including Spanish, Portuguese, Indian, Dutch, German and Korean. Over two dozen universities use his management simulations to teach graduate and undergraduate students how to better manage an organizationHe has also been international consultant and seminar leader in the United States, Great Britain, New Zealand and Australia. He has conducted numerous workforce management workshops and seminars in employee involvement and empowerment, team building, managing change, and customer service. Among his honors is inclusion in numerous editions of “Who’s Who in America.” and previously designated as a Distinguished Scholar of Management.He has provided consulting and workshops for, among others: J.B. Hunt Transport, Inc.; The Upjohn Company; Pacific Northwest Laboratories; Mobil Oil Corporation; Building and Land Development Division of Parks; The Durham Company; University of Michigan Medical Center; and Kraft General Foods among others.He participated as an international speaker for clients including Price-Waterhouse (Australia); Mobil Oil Australia, Ltd.; General Motors-Holden’s Automotive Ltd.; AT&T Network Systems (Great Britain); Peak Gold Mines Pty. Limited (Australia); London Air Traffic Control Centre (Great Britain); and the Ministry of Commerce, Energy and Resources (New Zealand). He has also conducted a management seminar for the top 100 governmental and business leaders in the Philippines.

Customer Reviews