12 PRINCIPLES of QUALITY SERVICE: How America's Top Service Providers Gain A Competitive Advantage
by D. Keith Denton
12 Principles of Quality Service is about a brilliantly simple way top American companies have competed successfully for customers in a global market. Of all the corporate assets, customer service may be the single strongest competitive edge. 12 Principles interviews top service providers and gives a step-by-step program for improving service that keeps customers loyal forever.