From Library Journal
Poor performance is becoming more of the norm in today's business environment. This book, to be serialized in the Harvard Business Review , examines this "service crisis" and offers explanations as to why it has developed and how organizations can change it. Six basic elements are presented which the authors feel are essential for improving customer services: strategy, leadership, personnel policies, design, infrastructure, and measurement. Individual chapters are devoted to each of these areas. Thoroughly researched and well written, this is similar in theme to Linda Silverman Goldzimer's I'm First: Your Customer's Message to You , with Gregory L. Beckman ( LJ 4/1/89). Recommended for most collections. Fortune and Macmillan Book Club alternates.- Robert Logsdon, Indiana State Lib., Indianapolis
Copyright 1989 Reed Business Information, Inc.
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About the Author
William H. Davidow (at right) is a general partner at Mohr, Davidow Ventures in Menlo Park, California. He has held senior marketing positions at Hewlett-Packard and Intel, and he is the author of Marketing High Technology.
Bro Uttal (at left) is a consultant who focuses on problems of technology management. He coauthored this book while a member of the Board of Editors of Fortune
--This text refers to an out of print or unavailable edition of this title.