Service Success! Lessons from a Leader on How to Turn Around a Service Business (Hardcover) by Daniel I Kaplan

9780471591290. New condition. Hard cover. Language: English. Pages: 272. Sewn binding. 272 p. Contains: Illustrations, black & white. 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 potentials and limitations inherent in the management systems under which organizations operate.