This book, based on research carried out by the authors, provides a balance of practical information on devising service strategies with research narrative. The book is based on the activities of 50 European companies with an excellent reputation for customer service. It offers methodology for measuring the level of customer service and strategies for implementing and maintaining good service. This book goes right into the heart of some of Europe's top companies in service quality and examines what they do that earns them their reputation for top quality service. Their operations are described from a holistic point of view - the book talks about their service strategies, their service strengths, their management methods.