Command Performance : The Art Of Delivering Quality Service

John E. Martin

Informasi Dasar

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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. Featuring eight articles and five interviews from the "Harvard Business Review", the text develops a strong framework, with real-world models, for significantly improving the quality of service in any industry.

Subjek

CUSTOMERS
Quality Control

Katalog

Command Performance : The Art Of Delivering Quality Service
xx, 260 p. : il. ; 24 cm. + index

Sirkulasi

Rp. 0
Rp. 1.000
Ya

Pengarang

John E. Martin
Perorangan
 
 

Penerbit

Harvard Business School P
Boston
1994

Koleksi

Kompetensi

 

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