At America's Service: How Corporations Can Revolutionize the Way They Treat Their Customers
Albrecht offers specific guidelines for implementing a new leadership style that puts those who serve the customer at the top of the pyramid and makes their needs and problems the focus of management attention.
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The Service Revolution
Common Blunders in Launching Service Programs
12 other sections not shown
airline approach AT&T basic become believe commitment concept corporate customer perception customer report card customer service customer-first customer's cycle of service deal Dick Scott effective emotional labor executives experience factors feel Finnair focus frontline employees give GM model hospital idea implementation important industry internal service interview J. W. Marriott Jan Carlzon Karl Albrecht kind launching leaders leadership look major Marriott Marriott Corporation ment middle managers mission moments of truth Nordstrom operation organization organizational orientation paradigm patient person problem role Scandinavian Airlines senior management sense service businesses service circle service culture service excellence service management service product service program service quality program service strategy service triangle smile training structure supervisor talk task force therbligs things thinking process tion tomer top management trying typically understand union usually workers
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Reengineering: Leveraging the Power of Integrated Product Development
V. Daniel Hunt
Limited preview - 1993