Author: Schaaf, Dick Foreword by Karl Albrecht
Title: KEEPING THE EDGE Giving Customers the Service They Demand.
Description: New York: Plume (Penguin), 1997. First Edition Thus. Softcover; First Printing. ISBN: 0452271916. New, unused book. No flaws. ; Appendix. Source notes. Additional suggested readings and bibliography. Index. ; Trade PB; ; 358 pages; From the cover: The co-author of The Service Edge goes back to the 101 companmies he profled in 1989 and takes an eye-opening look at what has happened to them. Ninety-nine of the original 101 are still in business [as of 1995, the original publication date], and each as had to learn valuable lessons in the nineties in order to keep, refine, even reinvent its edge in increasingly competitive markets. By detailing what has worked for corporations such as Home epot, Merck, and McDonald's - and what has not for others such as American Express, Disney, and Acura - Schaaf provides a renewed sense of strategic direction for CESs, corporate managers, and small business owners alike.. F/NONE.

Keywords: Disney Schaaf, Dick Albrecht, Karl Keeping the Edge Giving Customers the Service They Demand American Business Customer Service Corporate History Restructuring


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