Preface Acknowledgments 1. Creating Breakthrough Services 2. Developing a Vision of the Business 3. Building Customer Loyalty 4. Focusing and Positioning the Service 5. Determining the True Costs and Benefits of Service Quality 6. Developing Devices for Achieving Total Customer Satisfaction 7. Managing for Quality and Productivity Gains 8. Managing Demand and Supply 9. Managing Networks 10. Managing Information Technologies 11. Mobilizing People 12. Organizing Work 13. Conceiving Future Breakthroughs 14. Realizing Service Breakthroughs Appendix: Illustrative Approaches to Transportation Network Design Notes Index