Benjamin Schneider David Earl Bowen <br/><br/>
Winning the Service Game 

 - Boston, MA  Harvard Business School Press  1995 
 - xi, 295 p. : ill. ; ; 25 cm. 
<br/><br/> Age Group: Adult   Includes bibliographical references (p. 261-283) and index. 
<br/><br/> This text offers guidelines on what it takes to deliver outstanding service. It presents over 50 explicit rules for delivery service quality and it argues that in order to gain competitive advantage in customer service, companies must focus on retaining customers. The book's findings are based on dozens of company examples and a decade of research. 
<br/><br/><label>ISBN: </label>9780875845708 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer Services -- Management<br/>Employees -- Training Of
<br/><br/><label>Index Terms--Genre/Form: </label><br/>Customer services<br/>Management<br/>Training of employees<br/>Incentives in industry
<br/><br/><label>Dewey Class. No.: </label>658.8`12