Service management
Series: Harvard business review paperback -- no. 90090; Harvard business review paperback -- no. 90090
Publisher: Harvard Business School Press
Published: 1991
Place of publication: Boston
Language: eng
Number of pages: 130
Subjects: Service industries -- United States -- Management
Other titles: Harvard business review
Notes: Reprint of articles originally published in Harvard business review

Includes bibliographical references
Table of contents: title: Service companies: focus or falter / William H. Davidow and Bro Uttal; title: Lessons in the service sector / James L. Heskett; title: Will services follow manufacturing into decline? / James Brian Quinn and Christopher E. Gagnon; title: A radical prescription for hospitals / Jeff Goldsmith; title: Zero defections: quality comes to services / Frederick F. Reichheld and W. Earl Sasser, Jr.; title: The profitable art of service recovery / Christopher W.L. Hart, James L. Heskett, and W. Earl Sasser, Jr.; title: The power of unconditional service guarantees / Christopher W.L. Hart; title: My employees are my service guarantee / Timothy W. Firnstahl; title: Beyond products: services-based strategy / James Brian Quinn, Thomas L. Doorley, and Penny C. Paquette; title: The service factory / Richard B. Chase and David A. Garvin; title: Exploit your product's service life cycle / George W. Potts; title: Competing on the eight dimensions of quality / David A. Garvin; title: The case of the complaining customer / Dan Finkelman and Tony Goland; title: The case of the not-so-supermarket / Janice McCormick