Average Customer Review:
0 of 1 people found the following review helpful:
What customer service is all about., 2006-06-26
This book is extremely useful. Brings back to the roots of customer service and still adds great value for the future.
9 of 10 people found the following review helpful:
Would help if authors updated their work, 2002-11-19
Many of the authors' examples are a decade or so old. The theory and implications in the light of new findings have not been updated in over a decade. Tie into this a lack-lustre style and you have a book you can safely leave out of consideration -- except it seems in Knoxville, TN, where the authors teach (and the students buy?)
9 of 11 people found the following review helpful:
Does any one read this book outside Knoxville, TN?, 2002-11-17
HELP! We have Sarah Gardial as the Head of the MBA Program at UTK and boy, does she love selling her garbage to customers who have no choice and who see no value in this book.If you have a choice, avoid this book!
7 of 8 people found the following review helpful:
Garbage!, 2002-11-14
Not updated in years. Tedious reading from a couple of academics with obviously little knowledge of business. Pass on this one!
7 of 8 people found the following review helpful:
Dated, 2002-11-08
Few new insights. Extremely dated. Reads like an old, rehashed Marketing textbook.