Command performance : the art of delivering quality service

Select an Action

Title:

ISBN:

9780875845623

Publication Information:

Boston, MA : Harvard Business School Press, c1994.

Physical Description:

xx, 260 p. : ill. ; 24 cm.

Series:

The Harvard business review book series

Series Title:

The Harvard business review book series

General Note:

Articles originally published in the Harvard business review since 1982.

Contents:

Preface / John E. Martin -- Lessons in the Service Sector / James L. Heskett -- Service Companies: Focus or Falter / William H. Davidow and Bro Uttal -- Beyond Products: Services-Based Strategy / James Brian Quinn, Thomas L. Doorley and Penny C. Paquette -- Customer Intimacy and Other Value Disciplines / Michael Treacy and Fred Wiersema -- The Service-Driven Service Company / Leonard A. Schlesinger and James L. Heskett -- The New Productivity Challenge / Peter F. Drucker -- Loyalty-Based Management / Frederick F. Reichheld -- My Employees Are My Service Guarantee / Timothy W. Firnstahl -- Service Comes First: An Interview with USAA's Robert F. McDermott / Thomas Teal -- How I Turned a Critical Public into Useful Consultants / Peter T. Johnson -- Crime and Management: An Interview with New York City Police Commissioner Lee P. Brown / Alan M. Webber -- The New Old-Fashioned Banking / Ronald Grzywinski -- Profits with a Purpose: An Interview with Tom Chapman / Nancy A. Nichols.

Subject Term:

Customer services.

Quality control.

Customer relations.

Added Uniform Title:

Harvard business review.

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168015706290	658.812 C734 1994	1	Searching... Unknown

Bound With These Titles

On Order

Summary

This text provides insights of leading business thinkers and executives on delivery service to customers. Peter Drucker, Frederick Reichheld, Leonard Schlesinger and James Heskett, among others, explore various aspects of developing a service strategy and implementing it effectively. First-person accounts and profiles of individual firms provide lessons from the field.