Albrecht, Karl <br/><br/>
At America's service :  how corporations can revolutionize the way they treat their customers / 
Karl Albrecht. 
 - Homewood, Ill. :  Dow Jones-Irwin,  c1988. 
 - ix, 241 p. :  ill. ;  24 cm. 
<br/><br/> Contents;<br/><br/>1. The service revolution<br/>2. Service management<br/>3. Off to a flying stop?<br/>4. Common blunders in launching service programs <br/>5. Common pitfalls in service program <br/>6. "General-Motors" management doesn't work for service<br/>7. Turning the pyramid upside down<br/>8. Internal service : Everybody has a customer<br/>9. How to implement  a service management program<br/>10. Phase 1: Understand your customer <br/>11. Phase 2: Clarify your service strategy <br/>12. Phase 3: Educate the organization <br/>13. Phase 4: Implement grass-roots improvements <br/>14. Phase 5: Make it permanent <br/>15. Executive evangelism  
<br/><br/>Includes bibliographies and index. 
<br/><br/><label>ISBN: </label>1556230958  
<br/><br/><label>LCCN: </label>88003564  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries<br/>Customer services
<br/><br/><label>Dewey Class. No.: </label>658.812  / ALB