Ron Zemke is one of today's most sought-after maangement consultants, The Service Edge is required reading for every executive and manager interested in reaping the benefits of customer care--and in getting one-up on the competition.
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Editorial Reviews
From Library Journal
Management consultant Zemke and journalist Schaaf have produced a unique list of the best service organizations in the country. Before describing their choices, they elaborate upon the fundamental principles underlying distinctive service. They then present their selections for the "Service 101" in categories by industry, ranging from travel, hotels, and health care to manufacturing, entertainment, and public service. While national and regional companies, as well as local governments, are represented, educational organizations are omitted. The profiles of the service leaders included are readable and informative. This interesting book is recommended for public and business libraries.
- Leonard Grundt, Nassau Community Coll. Lib., Garden City,
Copyright 1989 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.
- Leonard Grundt, Nassau Community Coll. Lib., Garden City,
Copyright 1989 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.
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This review is from: The Service Edge: 101 Companies That Profit from Customer Care (Hardcover)
in view of the 2008 financial situation, it's fascinating to look at these accounts of companies in 1989 and see which are still strong. Peters proposes five operating principles of successful companies, and discusses hospitals, airlines, manufacturing, retailing, food, automotive, etc.
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