12 Principles of Quality Service is about a brilliantly simple way American companies can compete successfully for customers in a global market. Common sense, fair play, and the latest and shrewdest lessons in marketing and management are combined in a concept called "Qualitivity", which sets the service industry on a path towards customer satisfaction and vendor profit. D. Keith Denton interviews with service-luminaries draw key lessons from these companies:

American Express Company

Domino's Pizza

Federal Express

Hallmark Cards, Inc.

L.L. Bean, Inc.

Springfield Re-manufacturing Corporation (SRC)

Radio Shack

Texas Instruments

and others who are reaping the rewards of doing business the Quality Service way. Beaming executives, delighted customers, and contented employees will mark the company that heeds the advice found in this book. Each chapter focuses on an individual concept in the step-in-step program that can revolutionize a corporate image and keep customers loyal forever.