Five imperatives for improving service quality
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| 001 | MAP20071011715 | ||
| 003 | MAP | ||
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| 245 | 1 | 0 | $aFive imperatives for improving service quality$cLeonard L. Berry ...[et al.] |
| 520 | $aDefine 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. | ||
| 650 | 1 | 1 | $0MAPA20080543334$aCalidad |
| 650 | 1 | 1 | $0MAPA20080593483$aServicio al cliente |
| 650 | 1 | 1 | $0MAPA20080578039$aSector servicios |
| 650 | 1 | 1 | $0MAPA20080584313$aControl de calidad |
| 650 | 1 | 1 | $0MAPA20080564933$aCalidad total |
| 650 | 1 | 1 | $0MAPA20080606091$aEstrategia empresarial |
| 650 | 1 | 1 | $0MAPA20080557591$aCompetencia |
| 700 | 1 | $0MAPA20080185732$aBerry, Leonard L. | |
| 740 | 0 | $aSloan management review | |
| 773 | 0 | $wMAP20077000185$tSloan management review$dBoulder$gSummer 1990 ; p. 29-38 |