Ron Zemke shook up the service industry with his two bestselling books on delivering and managing qknock your socks offq service. Now, he and Tom Connellan, a leading authority on the behavioral aspects of service quality, describe the powerful strategies that companies need to know to hang on to the efforts they started in the qgold rushq toward service quality.Nearly 90 percent of his employees have incentive bonuses based on service quality. Computers ... Another provider of Knock Your Socks Off Service, Longo Toyota of El Monte, California, measures the customera#39;s total experience. Should aanbsp;...
|Title||:||Sustaining Knock Your Socks Off Service|
|Author||:||Thomas K. Connellan, Ron Zemke|
|Publisher||:||AMACOM Div American Mgmt Assn - 1993-01-01|