Authors
Leonard L Berry, Venkatesh Shankar, Janet Turner Parish, Susan Cadwallader, Thomas Dotzel
Description
IT IS TIME FOR US COMPANIES to raise their service aspirations significantly and for US executives to declare war on mediocre service and set their sights on consistently excellent service, say the authors. This goal is within reach if managers will provide the necessary leadership, remember that the sole judge of service quality is the customer, and implement what the authors call the “five service imperatives.”
Scholar articles