Service Success! Lessons From a Leader on How to Turn Around a Service Business by Daniel I. Kaplan

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Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the potentials and limitations inherent in the management systems under which organizations operate.

About Daniel I. Kaplan

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Kaplan Test Prep and Admissions has helped more than 3 million students achieve their educational and career goals. With 185 centers and over 1,200 classroom locations throughout the U.S. and abroad, Kaplan provides a full range of services, including test-prep courses, admissions consulting, programs for international students, professional licensing preparation, and more.
Published March 1, 1994 by Wiley. 272 pages
Genres: Business & Economics. Non-fiction

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