Discusses the ways in which companies in the service sector differ from the competitors in customer relations, providing their services, management, and personnel (view table of contents)

A proven model for excellence provides business leaders with practical guidelines on how to manage, market, hire, deliver services, and assess results, with detailed case studies that demonstrate how successful companies already use these principles. 17,500 first printing.

Reveals how cultivating happy, loyal, and productive employees generates satisfied, loyal, and trusting customers.