Synopsis
In 1989, Dick Schaaf, co-author of Service Edge, which profiled 101 leading organizations that were making service their #1 priority. Now, in Keeping the Edge, Schaaf revisits the surviving 99 companies, including American Express, Disney, and Home Depot, to see how they have fared.
"synopsis" may belong to another edition of this title.
About the Author
Dick Schaaf is a writer, editor, and producer with more than thirty years' experience in business communication. He is an active speaker and seminar leader, has written or cowritten numerous books, and is a regular contributor to a variety of publications. He lives in Minneapolis.
From Publishers Weekly
Service quality is reexamined by Schaaf in this sequel to his 1989 coauthored The Service Edge. The financial realities of the marketplace, the proliferation of technology and the maturing of our economy all dramatically affect business. But how do these factors specifically affect the delivery and management of service? Schaaf's answer is interesting and surprising: companies delivering good service focus not on tactical issues concerning specific customer interactions but on strategic issues integrating the fundamentals of the business. For example, service quality is more about systems and how they are managed than about people and how they act. Broad outlines of successful service strategies are concisely presented here and supported with anecdotal evidence. This book is highly recommended to corporate executives and business students who want to gain insight into the basic issues of quality service in a rapidly changing environment.
Copyright 1995 Reed Business Information, Inc.
"About this title" may belong to another edition of this title.
Other Popular Editions of the Same Title
Search results for Keeping the Edge: Giving Customers the Service They...
Stock Image
Keeping the Edge: Giving Customers the Service They Demand
Seller: BooksByLisa, Highland Park, IL, U.S.A.
Seller rating 5 out of 5 stars
Soft cover. Condition: New. Dust Jacket Condition: New. PHOTO AND VIDEO OF PAGES TAKEN TO SHOW CONDITION PRIOR TO SHIPPING; PHOTOS EMAILED FOR MORE SPECIFICS WHEN REQUESTED; Book. Book. Seller Inventory # 10365
Stock Image
Keeping the Edge: Giving Customers the Service They Demand
Published by
Plume, New York, New York, U.S.A., 1997
ISBN 10: 0452271916
ISBN 13: 9780452271913
Used
Soft cover
Seller: Turtle Creek Books and Sheet Music, Mississauga, ON, Canada
Seller rating 5 out of 5 stars
Soft cover. Condition: Very Good. Just a little edgewear otherwise fine - a clean tight copy. Seller Inventory # 073646
Buy Used
US$ 9.99
US$ 11.00 shipping
Ships from Canada to U.S.A.
Ships from Canada to U.S.A.
Quantity: 1 available
Stock Image
Keeping the Edge
Seller: Book Haven, Wellington, WLG, New Zealand
Seller rating 5 out of 5 stars
Paperback. Condition: Good. Dick Schaaf, a leading authority on the subject and co-author of The Service Edge, goes back to the 101 companies he profiled in 1989 and takes an eye-opening look at what has happened to them. Ninety-nine of the original 101 are still in business - and all have had to learn valuable lessons in the nineties in order to keep, refine, even reinvent their edges in increasingly competitive markets. Schaaf does not soften the blows when he looks at what developed in some of America's best companies - and what those developments portend for the rest of the decade. Yet, while confronting the tough realities, he maintains an upbeat, hopeful outlook, showing how logical progression has taken us from the first service crusade of the eighties, through the quality movement, downsizing, empowerment, teams, reengineering. . . and now right back to a renewed emphasis on customer service. 358 pages. Seller Inventory # 1561554
Buy Used
US$ 6.26
US$ 25.00 shipping
Ships from New Zealand to U.S.A.
Ships from New Zealand to U.S.A.
Quantity: 1 available