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Service America
Book

Service America

Doing Business in the New Economy

Karl Albrecht and Ron Zemke
McGraw-Hill, 1995

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Editorial Rating

7

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Recommendation

This often-quoted classic still has a lot to say about the service frenzy of today’s market, a phenomena that it predicted in its first edition more than fifteen years ago. Karl Albrecht and Ron Zemke have written a powerful, no-nonsense book filled with illustrative examples. If many of their insights seem to be common sense by now, it is only because so many of them have become a part of our collective business unconscious. If this volume was prophetic then (1985), it is indispensable now. getAbstract.com recommends this book to managers and executives throughout the corporate hierarchy.

Take-Aways

  • Your company must have a strong service orientation, or it will be left behind by those companies willing to adapt to their customers’ needs.
  • A service is bigger than the employee who performs it because the service represents the entire organization.
  • A great product bundled in poor service is less valuable on the market than a good product bundled in excellent service.

About the Authors

Karl Albrecht is a management consultant and author of twenty books dealing with business performance. He chairs Karl Albrecht International, which oversees the practical application of his ideas. Ron Zemke is the founder and president of Performance Research Associates, Inc., a consulting firm that specializes in service quality audits. He has hosted a number of films on service management and is a well-known business writer.

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