Service America!: Doing Business in the New Economy - Softcover

Albrecht, Karl; Zemke, Ron

3.77

39 ratings by Goodreads

9780446390927: Service America!: Doing Business in the New Economy

Softcover

ISBN 10: 0446390925 ISBN 13: 9780446390927

Publisher: Grand Central Publishing, 1990

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'Service America!' is a must read for executives, entrepreneurs, and management at all levels of every sort of business. Learn to make the most of the daily thousands of 'moments of truth, ' the critical contact points between your company and your customers.

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From Publishers Weekly:

Predicting a massive employment shift from heavy industry to a service economy, Albrecht and Zemke trace a major business trend toward customer-oriented competition. In 1981, they note, SAS, like other airlines, lost money. The line's incoming president, Jan Carlson, perceived that all planes fly the same sky and that the only competitive edge lay in customers' recollections of their travel experiences. Carlson enforced a program to assure customers of services they expectedon-time performance, courteous treatment, in-flight comfortas a primary management concern. Big profits ensued, and "service management" became a new by-word, in Europe and worldwide. The authors view each personnel-customer contact as a "moment of truth," a cliche too often repeated as they delineate by anecdote, statistic, service "blueprint" and case history an increasing acknowledgment of customer satisfaction as a basic business requirement. 25,000 first printing; 50,000 ad/promo; author tour. November 14
Copyright 1985 Reed Business Information, Inc.

From Library Journal:

Readers will find Service America a useful guide for introducing a true customer orientation into the management of businesses whose focus is on a service rather than a more traditional physical product. In some respects the authors update and extend the ideas inherent in the marketing concept which is now some 20 years old. The work is reasonably concrete in providing managerial guidelines and is liberally sprinkled with short case studies as working examples of the concepts being discussed. Highly recommended to people engaged in the growing service sectors of the American economy. J. Holton Wilson, Sch. of Business, Central Michigan Univ., Mt. Pleasant
Copyright 1986 Reed Business Information, Inc.

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