This work provides a model that service-firm managers should be able to implement. It directly links profit and growth to employee productivity, loyalty and satisfaction, and the authors lay out a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing faults.
- Limba : Engleza
- Data Publicarii : 02 Jun 1997
- Format : Hardback
- Numar pagini : 320
- ISBN : 9780684832562