Total Quality Service: How Organizations Use It to Create a Competitive Advantage

by Stanley Brown

Total Quality Service is based on case histories and interviews with companies around the world, including American Express, Toyota, The Royal Bank, Northern Telecom and Four Seasons Hotels. By drawing on the experience of these experts, the book provides examples of service strategies selected from the best practices; ranges of training options; internal and external research tools; and service assessment.

258 pages, Hardcover

First published March 3, 1993