Business Success through Service Excellence

Citation

Clark, M. and Baker, S. (2006), "Business Success through Service Excellence", Kybernetes, Vol. 35 No. 7/8, pp. 1300-1301. https://doi.org/10.1108/03684920610675319

The authors are both lecturers at the Cranfield School of Management and closely involved with the field. They endeavour to present the issues that arise in service delivery. Apparently one of the authors is a judge in the established Unisys/Management Today Service Excellence Awards and uses this back ground to good effect in developing the book's theme. Anyone involved in service delivery will be interested in some of the ways in which it can be efficiently achieved. This book provides new ideas and strategies in a readable way. It also features a range of case studies which show how service excellence can be obtained. These are set in the UK context which may well limit the book's wider sales.

What the book attempts is to describe and define what is service experience and aims at providing some insight into what makes the recipient of service happy with it and wanting to continue as a customer. Management cyberneticians might regard it as a “light read” but as those closely involved with business always admit – “there is no substitute for experience”. These authors have benefitted from theirs and pass on the results in a clear well‐constructed book.