Keeping the Edge: Giving Customers the Service They Demand

Dick Schaaf

ISBN 10: 0525937994 / ISBN 13: 9780525937999

Published by Dutton, New York, 1995

About this Item

A fine copy with blue cloth spine on red paper boards and gilt titles on spine Signed by the author on a bookplate on the ffep No other marks or damage at all 358 pp.

Seller Inventory # AA800

Bibliographic Details

• Title: Keeping the Edge: Giving Customers the Service They Demand
• Publisher: Dutton, New York
• Publication Date: 1995
• Language: English
• ISBN 10: 0525937994
• ISBN 13: 9780525937999
• Binding: Hardcover
• Edition: First.
• Condition: Fine
• Dust Jacket Condition: Fine
• Signed: Signed

About this title

Synopsis

Revisits the ninety-nine surviving companies originally profiled in The Service Edge, examining overall industry trends and explaining how business leaders can rally their own organizations to succeed by perfecting service levels.

Reviews

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.