12 PRINCIPLES of QUALITY SERVICE
D. Keith Denton
How America's Top Service Providers Gain A Competitive Advantage
Copyright 2013 D. Keith Denton
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Book Reviews of Quality Service
"Of all the corporate assets, customer service may be the single strongest competitive edge. A price image can be established or taken away almost overnight. A service image takes time to establish, but another operator cannot take it away quickly. In fact, a strong service image cannot be taken away at all. To lose it, you must give or drive it away.
Quality Service addresses a very important subject that needs much attention at this time."