On great service: a framework for action


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Improving service quality has finally become a top priority of management today, yet according to service quality expert Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. Berry offers a dynamic framework for improving service, rich with insights and compelling examples of great service.

On Great Service: A Framework for Action 1995, Free Press, New York, NY

ISBN-13: 9780029185551