SERVICE CHALLENGE OF THE 1990s: PART I. MANAGING SERVICE: THE STYLE AND SKILLS FOR QUALITY

Abstract

Perhaps the single most powerful competitive edge any company can have over the next decade is – providing superlative service. As technology progresses at a rapid pace and the benefits of any organization or product bear remarkable similarity to a competitor′s, the one sustainable, competitive edge which remains is – service. Service, however, requires skill and in most organizations a cultural transition. It is in this area where training can become the driving force and make signficant impact on profitability.

Citation

Deszca, G. and Ament, L.M. (1992), "SERVICE CHALLENGE OF THE 1990s: PART I. MANAGING SERVICE: THE STYLE AND SKILLS FOR QUALITY", Industrial and Commercial Training, Vol. 24 No. 7. https://doi.org/10.1108/00197859210015417