Introduction: Service Management Update -- Pt. 1. Service America I: Doing Business in the New Economy. 1. The Service Imperative. 2. The Evolving Art of Service Management. 3. The Service Triangle. 4. The Customer: King or Peasant? 5. Finding and Defining the Service Strategy. 6. Building the Service Delivery System. 7. The Care and Feeding of Service Employees. 8. Dull Moments and Shining Moments. 9. Quality and Productivity: The Measurement and Action Imperatives. 10. Profiles in Service: Where Service Is an Obsession. 11. Teaching the Elephant to Dance. 12. Service Tomorrow: What Can We Expect? -- Pt. 2. Service America II: Doing Business in the New Millenium. 13. The New Business Landscape: Globalism, Hypercompetition, and Technology. 14. Business at the Crossroads: High Tech or High Touch? 15. What's an Executive to Do?
Bibliography
Includes bibliographical references (pages 283-289) and index
