TY  - BOOK
AU  - Benjamin Schneider
AU  - David Earl Bowen
TI  - Winning the Service Game
SN  - 9780875845708
U1  - 658.8`12 
PY  - 1995///
CY  - Boston, MA
PB  - Harvard Business School Press
KW  - Customer Services -- Management
KW  - Employees -- Training Of
KW  - Customer services
KW  - Management
KW  - Training of employees
KW  - Incentives in industry
N1  - Age Group: Adult;  Includes bibliographical references (p. 261-283) and index
N2  - 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
ER  -