Service America!
Doing Business in the New Economy
by Karl Albrecht & Ron Zemke

Still a widely-read classic, this best-selling book started the service revolution in America and internationally in 1985. It was the first book to herald the arrival of the new service economy, to address the need for a new paradigm of service management, and to define the basic elements of the new paradigm.

Read by hundreds of thousands of business people and translated into seven languages, Service America! belongs on the desk of every executive, manager, and business owner.

Service America

Re-released by the authors

Professor Rosabeth Moss Kanter, of Harvard Business School, says:

"Persuasive and illuminating. I can't think of a single business that could not reap benefits from learning this."

Contents:
Chapter 1. The Service Imperative
Chapter 2. What we Can Learn about Service From Scandinavia
Chapter 3. The Triangle of Service
Chapter 4. The Customer: King or Peasant?
Chapter 5. Finding the Service Strategy
Chapter 6. Building the Service System
Chapter 7. The Service People
Chapter 8. Dull Moments and Shining Moments
Chapter 9. Quality and Productivity: The Measurement and Action Imperatives
Chapter 10. Profiles in Service: Where Service is an Obsession
Chapter 11. How to Teach an Elephant to Dance
Chapter 12. Service Tomorrow: What Can We Expect?

Dow-Jones Irwin, 1985

Author's Edition - Paper: $21.95 Our Price: $21.95
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