Five imperatives for improving service quality

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      <subfield code="a">Define the service role -- Communicate and reinforce service standards -- Compete for talent - and use it -- Squelching talent through rule book management -- The search for fresh ideas -- Emphasize service teams -- Working at teamwork -- Go for reliability -- Building a"do-it-right-first" attitude -- Be great at problem resolution -- Three prescriptions -- Agenda for the 1990s -- Appendix: research program.</subfield>
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