The Resource Keeping the edge : giving customers the service they demand, Dick Schaaf ; foreword by Karl Albrecht

Keeping the edge : giving customers the service they demand, Dick Schaaf ; foreword by Karl Albrecht

Label
Keeping the edge : giving customers the service they demand
Title
Keeping the edge
Title remainder
giving customers the service they demand
Statement of responsibility
Dick Schaaf ; foreword by Karl Albrecht
Creator
Subject
Genre
Language
eng
Summary
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 takes an eye-opening look at what has happened to them. Ninety-nine of the original 101 are still in business - and all have had to learn valuable lessons in the nineties in order to keep, refine, even reinvent their edges in increasingly competitive markets. Schaaf does not soften the blows when he looks at what developed in some of America's best companies - and what those developments portend for the rest of the decade. Yet, while confronting the tough realities, he maintains an upbeat, hopeful outlook, showing how logical progression has taken us from the first service crusade of the eighties, through the quality movement, downsizing, empowerment, teams, reengineering. . . and now right back to a renewed emphasis on customer service
Cataloging source
DLC
http://library.link/vocab/creatorName
Schaaf, Dick
Index
index present
LC call number
HF5415.5
LC item number
.S28 1995
Literary form
non fiction
http://library.link/vocab/subjectName
  • Customer services
  • Customer services
  • Customer services
  • United States
Label
Keeping the edge : giving customers the service they demand, Dick Schaaf ; foreword by Karl Albrecht
Instantiates
Publication
Note
Includes index
Bibliography note
Includes bibliographical references (pages 329-343) and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Dimensions
24 cm
Extent
x, 358 pages
Isbn
9780525937999
Lccn
95021575
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
System control number
  • (OCoLC)32589283
  • (OCoLC)ocm32589283
Label
Keeping the edge : giving customers the service they demand, Dick Schaaf ; foreword by Karl Albrecht
Publication
Note
Includes index
Bibliography note
Includes bibliographical references (pages 329-343) and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Dimensions
24 cm
Extent
x, 358 pages
Isbn
9780525937999
Lccn
95021575
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
System control number
  • (OCoLC)32589283
  • (OCoLC)ocm32589283

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