Okay, nothing is ever “must read.” But last week’s Business Week includes a top rate article titled, “When Service Means Survival,” that a whole lotta management types should not just read but take to heart. Interestingly, the top 25 service companies named seiously overlapped the list from research Bob Thompson, David Mangen and I conducted a few years back.
Here’s ther Article post:
http://www.businessweek.com/magazine/content/09_09/b4121026559235.htm?chan=magazine+channel_in+depth