Record Display for the EPA National Library Catalog

RECORD NUMBER: 15 OF 20

OLS Field Name OLS Field Data
Main Title Service America| : doing business in the new economy /
Author Albrecht, Karl
Other Authors
Author Title of a Work
Zemke, Ron.
Publisher Warner Books,
Year Published 1990
OCLC Number 20995593
ISBN 0446390925
Subjects Service industries--United States--Management ; United States--Economic conditions--1981-
Internet Access
Description Access URL
Publisher description http://catdir.loc.gov/catdir/enhancements/fy0914/90011925-d.html
Holdings
Library Call Number Additional Info Location Last
Modified
Checkout
Status
EJAM  HD9981.5.A43 1990 Region 3 Library/Philadelphia, PA 01/14/2000
Edition Warner Books ed.
Collation ix, 203 p. ; 21 cm.
Notes
Reprint. Originally published: Homewood, Ill. : Dow Jones-Irwin, c1985. Includes index. Includes bibliographical references (p. 198-199).
Contents Notes
The service imperative -- What we can learn about service from Scandinavia -- The triangle of service -- The customer: king or peasant? -- Finding the service strategy -- Building the service system -- The service people -- Dull moments and shining moments -- Quality and productivity: the measurement and action imperatives -- Profiles in service: where service is an obsession -- How to teach an elephant to dance -- Service tomorrow: what can we expect?