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Service Success! Lessons From a Leader on How to Turn Around a Service Business
Service Success Lessons From a Leader on How to Turn Around a Service Business
Author: Daniel I. Kaplan
Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the...  more »
ISBN-13: 9780471591290
ISBN-10: 0471591297
Publication Date: 3/1994
Pages: 272
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Publisher: Wiley
Book Type: Hardcover
Members Wishing: 0
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