Zero defections: quality comes to services.
Companies that want to improve their service quality should take a cue from manufacturing and focus on their own kind of scrap heap: customers who won't come back. Because that ...
Publications
2 shownService Breakthroughs: Changing the Rules of the Game
What do Citicorp, UPS, and Marriott have in common? They are service providers, firms that changed the rules of the game in their respective industries by consistently exceedin...
Frequent Co-Authors
Researcher Info
- h-index
- 2
- Publications
- 2
- Citations
- 5,757
External Links
Impact Metrics
h-index
2
h-index: Number of publications with at least h citations each.