Command Performance: The Art of Delivering Quality Service
Harvard Business School Press, 1994 - Business & Economics - 260 pages
Comprising the most authoritative articles and interviews on quality service from the Harvard Business Review, this book focuses on four major areas: tailoring a service strategy, the art of quality service delivery, delivering quality service in the public sector, and linking service and profit. The contributors provide a range of timely, specific, and practical insights into what it takes to deliver quality service profitably and competitively. For the organizations highlighted in this collection, excellent service is the cornerstone of their business success--it not only requires a commitment to satisfying external customers but also to developing internal systems and structures that reward employees for this commitment. A Harvard Business Review Book.
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