Command Performance reveals the insights of leading business thinkers & executives about delivering superb service to customers. Drucker, Reichfield, & Schlesinger & Heskett, among others, explore various aspects of developing a service strategy & implementing it effectively, while first person accounts & profiles of individual firms provide inspiration & lessons from the field. Featuring eight influential articles & five interviews from the Harvard Business Review, Command Performance develops a strong framework-with real-world models-for significantly improving the quality of service in any industry.