Albrecht K. At Americas Service: How Corporations Can Revolutionize the Way They Treat Their Customers / Karl Albrecht. — Homewood : Dow Jones-Irwin, 1998. — 241 p.
Анотація: In At Americas Service, Karl Albrecht focuses on the issues and problems in the implementation of the essential service management model he introduced with coauthor Ron Zemke in the best-seller Service America! Executives are beginning to see that the old manufacturing model the "General Motors" approach to management no longer works for service businesses. He shows you why putting those who serve the customers at the top of the figurative pyramid making their capabilities, needs, and problems the central focus of management.