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

by Kaplan (Author), Reiser (Author), Daniel I. Kaplan (Author)

• New

  Hardcover
  1994

  $35.27

  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.