000			01104nam a2200265 a 4500
001			54685
005			20260219123743.0
020			_a9780875845708
040			_aAIS _dAIS
100			_aBenjamin Schneider
100			_aDavid Earl Bowen
245			_aWinning the Service Game
082			_a658.8`12
260			_aBoston, MA _bHarvard Business School Press _c1995
300			_axi, 295 p. : ill. ; ; 25 cm.
500			_aAge Group: Adult
500			_a Includes bibliographical references (p. 261-283) and index.
520			_aThis 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.
655			_aCustomer services
655			_aManagement
655			_aTraining of employees
655			_aIncentives in industry
650			_aCustomer Services -- Management
650			_aEmployees -- Training Of
999			_c54685 _d54685