The Resource Command performance : the art of delivering quality service, with a preface by John E. Martin

Command performance : the art of delivering quality service, with a preface by John E. Martin

Label
Command performance : the art of delivering quality service
Title
Command performance
Title remainder
the art of delivering quality service
Statement of responsibility
with a preface by John E. Martin
Subject
Language
eng
Member of
Cataloging source
DLC
http://bibfra.me/vocab/lite/collectionName
Harvard business review
Illustrations
illustrations
Index
index present
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
Series statement
The Harvard business review book series
http://library.link/vocab/subjectName
  • Customer services
  • Quality control
  • Customer relations
Label
Command performance : the art of delivering quality service, with a preface by John E. Martin
Link
Instantiates
Publication
Note
Articles originally published in the Harvard business review since 1982
Bibliography note
Includes bibliographical references and index
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 -- Service-Driven Service Company / Leonard A. Schlesinger and James L. Heskett -- 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 -- New Old-Fashioned Banking / Ronald Grzywinski -- Profits with a Purpose: An Interview with Tom Chapman / Nancy A. Nichols
Extent
1 online resource (xx, 260 pages
Form of item
online
Other physical details
illustrations)
Specific material designation
remote
System control number
(OCoLC)1029263185
Label
Command performance : the art of delivering quality service, with a preface by John E. Martin
Link
Publication
Note
Articles originally published in the Harvard business review since 1982
Bibliography note
Includes bibliographical references and index
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 -- Service-Driven Service Company / Leonard A. Schlesinger and James L. Heskett -- 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 -- New Old-Fashioned Banking / Ronald Grzywinski -- Profits with a Purpose: An Interview with Tom Chapman / Nancy A. Nichols
Extent
1 online resource (xx, 260 pages
Form of item
online
Other physical details
illustrations)
Specific material designation
remote
System control number
(OCoLC)1029263185

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