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Title: Seven Secrets of Service Strategy by Jacques Horovitz ISBN: 0-273-63577-8 Publisher: Financial Times/Prentice Hall Pub. Date: 20 March, 2000 Format: Hardcover Volumes: 1 List Price(USD): $34.00

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Average Customer Rating: 4 (1 review)

Rating: 4
Summary: No nonsense! To the point!
Comment: It's the appealing front cover that made me buy the book. It's the no nonsense, to the point content that drove me to recommend it to anybody who would like to know more about how to improve a company's bottomline through differentiation in service. Charts, graphs, adages, examples (of Disney, SKF bearing, McDonlad, UPS....) are abundant, telling how a company, particulary the top management whose involvement is necessary to make a real difference, should plan and execute a strategy in service. The seven chapters are well written with excellent elaboration, and I like the summary, and the do's and don'ts much in the end of each chapter very much. In a word, a good read!