» » Service America in the New Economy

Download Service America in the New Economy fb2

by Karl Albrecht
Download Service America in the New Economy fb2
Politics & Government
  • Author:
    Karl Albrecht
  • ISBN:
    0071377220
  • ISBN13:
    978-0071377225
  • Genre:
  • Publisher:
    McGraw-Hill; 2nd edition (August 20, 2001)
  • Pages:
    336 pages
  • Subcategory:
    Politics & Government
  • Language:
  • FB2 format
    1777 kb
  • ePUB format
    1314 kb
  • DJVU format
    1572 kb
  • Rating:
    4.3
  • Votes:
    238
  • Formats:
    doc azw mobi docx


Service America!: Doing Business in the New Economy.

Service America!: Doing Business in the New Economy. While retaining the core concepts from its paradigm-setting predecessor Service America!, their newest book offers new thinking and updated case examples, and adds an entirely new dimension of techniques for winning and keeping customers in the new, d global economy. In keeping with the insights of Service America!, this updated and expanded treatment delivers digital-age strategies and solutions for controlling the Moment of Truththat all-important episode in which the customer comes into contact with the organization and gets an impression of its service.

Publisher: Karl Albrecht International (October 20, 2008). This item: Service America!: Doing Business in the New Economy.

Karl Albrecht, Ron Zemke. Service America was Dow-Jones Irwin's best selling book in history. Published in 1985, it has now sold more than two million copies worldwide in hardcover and paperback (Warner acquired the paperback rights, but their contract can be terminated within six months). As the definitive book on customer service-and the first major title in the field-it helped to define the category, spurring on dozens of imitators and creating an entirely new customer-service publishing category

Karl Albrecht and Ron Zemke have written a powerful, no-nonsense book filled with illustrative examples.

Karl Albrecht and Ron Zemke have written a powerful, no-nonsense book filled with illustrative examples. If many of their insights seem to be common sense by now, it is only because so many of them have become a part of our collective business unconscious. If this volume was prophetic then (1985), it is indispensable now. We from getAbstract recommend this book to managers and executives throughout the corporate hierarchy. 3 people found this helpful.

By Karl Albrecht and Ron Zemke. Authors and affiliations.

Publisher:Albrecht International, Karl.

book by Dr. Karl Albrecht. Publisher:Albrecht International, Karl.

Find nearly any book by KARL ALBRECHT (page 2). Get the best deal by comparing prices from over 100,000 booksellers. Stress and the Manager: Making It Work For You. ISBN 9780913351246 (978-13351-24-6) Softcover, Karl Albrecht International, 2008. Find signed collectible books: 'Stress and the Manager: Making It Work For You'.

Doing Business in the New Economy

Doing Business in the New Economy. The classic best-seller that launched the "service revolution" in the US and around the world. The first book to recognize and explain the shift from manufacturing thinking to service thinking. The Northbound Train.

Author Albrecht, Karl, Zemke, Ron. ISBN 0071377220.

Service America in the New Economy. Subtitle Updated and Expanded for Today's Cusomer-Driven Marketplace. ISBN13: 9780071377225. More Books . ABOUT CHEGG.

Service America was Dow-Jones Irwin's best selling book in history. As the definitive book on customer service--and the first major title in the field--it helped to define the category, spurring on dozens of imitators and creating an entirely new customer-service publishing category. Their seminal book became the blueprint that companies used to reform their service management stratgies. In the original, Karl Albrecht and Ron Zemke predicted that delivering customer service value would become more and more important in the years ahead. Althoug no one could have predicted the new digital world, Karl Albrecht makes a powerful argument for why customer service is even more important in the new economy. He contends that customer service has suffered a major setback in the new e-commerce marketplace: "Web-based businesses, so far, at least, have probably set back the state of the art in delivering customer value by at least ten years. Even the best of them have simply transformed their businesses into virtual vending machines. The mindless use of digital technology to depopulate the customer interface will turn out to be one of the biggest mistakes many compajies will ever make." As examples, Albrecht points to many industries and companies in which it seems virtuall impossible to get a human being on the phone (e.g. phone company, airlines etc.). Cusotmers are becoming tired of infereior levels of service (e.g. United Airlines customers), and Albrecht predicts that the problem will only get worse as e-commerce becomes more commonplace.