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.Ron Zemke shook up the service industry with his two bestselling books on delivering and managing aquot;knock your socks offaquot; service.
|Title||:||Sustaining Knock Your Socks Off Service|
|Author||:||Thomas K. Connellan, Ron Zemke|
|Publisher||:||AMACOM Div American Mgmt Assn - 1993-01-01|