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Service Success! : Lessons from a Leader on How to Turn Around a Service Business

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Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business.

Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the potentials and limitations inherent in the management systems under which organizations operate.

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Product Details
John Wiley & Sons Inc
0471591297 / 9780471591290
Hardback
658
26/04/1994
United States
272 pages, Illustrations
164 x 238 mm, 560 grams
Professional & Vocational Learn More