I must say that I was quite dissapointed with the book. The book was stale and at times too disciptive. Perhaps, it was meant for students and not real world practictioners. However, to be fair, I am quite sure that both the authors are experts on the subject and would be great if they had written a more applicable / practical follow-up for us in the (service) game. Like I said, this would be a good text and that's about it.

Ben Schneider has written a book of extraordinary value here. Having read several dozen service books, this one ranks with The Service Profit Chain, Call Center Management on Fast Forward and The Discipline of Market Leaders. As a psychologist, Schneider demonstrates a profound understanding of customer (and employee!) behavior. Some may criticize its mildly academic approach, but anyone who wants to get beyond the fluffy prose and jaded case studies of American-based service needs to read this book. Unlike so many publications today, this one cannot go out of date.

I am in the service business. Training people in service has been my job for many years. I have read dozens of books on service. However, this book presents a total shift in mind when speaking about service. We all have a lot yet to cover if we are committed to generate service excellence. Don't miss the opportunity. Ronen Ben-Naphtali (Israel)

I don't know