Product details

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Management article
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Reference no. SMR3142
Product 6675 (SMR3142) has no authors
Published by: MIT Sloan School of Management
Published in: "MIT Sloan Management Review", 1990
Length: 12 pages

Abstract

It is time for US companies to raise their service aspirations significantly and for US executives to declare war on mediocre service and set their sights on consistently excellent service, say the authors. This goal is within reach if managers will provide the necessary leadership, remember that the sole judge of service quality is the customer, and implement what the authors call the ''five service imperatives.''

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Abstract

It is time for US companies to raise their service aspirations significantly and for US executives to declare war on mediocre service and set their sights on consistently excellent service, say the authors. This goal is within reach if managers will provide the necessary leadership, remember that the sole judge of service quality is the customer, and implement what the authors call the ''five service imperatives.''

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