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Command Performance: The Art of Delivering Quality Service (Harvard Business Review Book) [Hardcover]

Harvard Business Review (Compiler)

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Book Description

Series: Harvard Business Review Book | Publication Date: July 1, 1994

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.

#outer_postBodyPS { display: none; } #psGradient { display: none; } #psPlaceHolder { display: none; } #psExpand { display: none; } 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.

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Editorial Reviews

About the Author

Since 1984, Harvard Business School Press has been dedicated to publishing the most contemporary management thinking, written by authors and practitioners who are leading the way. Whether readers are seeking big-picture strategic thinking or tactical problem solving, advice in managing global corporations or for developing personal careers, HBS Press helps fuel the fire of innovative thought. HBS Press has earned a reputation as the springboard of thought for both established and emerging business leaders.

Product Details

Hardcover: 256 pages
Publisher: Harvard Business Press (July 1, 1994)
Language: English
ISBN-10: 0875845622
ISBN-13: 978-0875845623
Product Dimensions: 9.6 x 6.5 x 1.1 inches
Shipping Weight: 1.5 pounds
Amazon Best Sellers Rank: #1,992,357 in Books (See Top 100 in Books)

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Inside This Book (learn more)

First Sentence:
A large food and lodging company creates and staffs more general management jobs than any ten manufacturers of comparable size. Read the first page

Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
strategic service vision, housing entrepreneurs, traditional policing, customer intimacy, community policing, product leaders, complaint rates, delivering quality service, quality service delivery

Key Phrases - Capitalized Phrases (CAPs): (learn more)
South Shore, Taco Bell, New York, United States, State Farm, Greater Southeast, Banc One, Direct Connect, City Lands, Southwest Airlines, Home Depot, Federal Express, People Express, Bank of America, Desert Storm, General Electric, Comptroller of the Currency, Dayton Hudson, General Motors, Harvard Business Review, Shorebank Corporation, Assistant Unit Managers, Brand Central, Dell Computer, Development Deposits

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Books on Related Topics | Concordance | Text Stats

Citations (learn more)

This book cites 32 books:

The Future of Industrial Man by Peter Drucker on page 105, and Back Matter
Managing in the Service Economy by James L. Heskett on page 37, and Back Matter
Total Customer Service: The Ultimate Weapon: A Six Point Plan for Giving Your Company the by William H. Davidow in Back Matter
Strategy: Seeking and Securing Competitive Advantage in Front Matter
Service Breakthroughs: Changing the Rules of the Game by James L. Heskett in Back Matter

See all 32 books this book cites

9 books cite this book:

Keeping Customers (Harvard Business Review Book) by John J. Sviokla in Front Matter
The Etiquette Advantage in Business: Personal Skills for Professional Success by Peggy Post in Back Matter
The Product Development Challenge: Competing Through Speed, Quality, and Creativity by Kim B. Clark in Front Matter
Managerial Excellence: McKinsey Award Winners from the Harvard Business Review, 1980-1994 (Harvard Business Review Book) by Nan Stone in Front Matter
Seeing Differently: Insights on Innovation by John Seely Brown in Front Matter

See all 9 books citing this book

Books on Related Topics (learn more)

The Discipline of Market Leaders by Frederik D. Wiersema

Discusses:

The Service Profit Chain by James L. Heskett

Discusses:

Service Management by James A. Fitzsimmons

Discusses:

Market Leadership Strategies for Service Companies by Craig Terrill

Discusses:

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