| Document Type
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BL
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| Record Number
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698815
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| Doc. No
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b521004
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| Title & Author
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Command performance : : the art of delivering quality service /\ with a preface by John E. Martin
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| Publication Statement
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Boston, MA :: Harvard Business School Press,, c1994
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| Series Statement
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The Harvard business review book series
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| Page. NO
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xx, 260 p. :: ill. ;; 24 cm
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| ISBN
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0875845622 (acid-free paper) :
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| Notes
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Articles originally published in the Harvard business review since 1982
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| Bibliographies/Indexes
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Includes bibliographical references and index
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| Contents
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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 -- The service-driven service company / Leonard A. Schlesinger and James L. Heskett -- The 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 -- The new old-fashioned banking / Ronald Grzywinski -- Profits with a purpose : an interview with Tom Chapman / Nancy A. Nichols -- Putting the service-profit chain to work / James L. Heskett ... [et al.]
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| Subject
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Customer relations
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| Subject
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Customer services
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| Subject
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Quality control
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.C625 1994
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HF5415.5.C625 1994
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| Parallel Title
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Art of delivering quality service
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: Delivering quality service
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