Summary of Service America

Looking for the book?
We have the summary! Get the key insights in just 10 minutes.

Service America book summary


7 Overall

8 Applicability

6 Innovation

7 Style


This often-quoted classic still has a lot to say about the service frenzy of today’s market, a phenomena that it predicted in its first edition more than fifteen years ago. Karl Albrecht and Ron Zemke have written a powerful, no-nonsense book filled with illustrative examples. If many of their insights seem to be common sense by now, it is only because so many of them have become a part of our collective business unconscious. If this volume was prophetic then (1985), it is indispensable now. recommends this book to managers and executives throughout the corporate hierarchy.

In this summary, you will learn

  • Why service can extend to problems that have not cropped up yet,
  • Why good service begins the very moment the customer steps through your door and
  • How you can plan a good service strategy to satisfy your customers.

About the Authors

Karl Albrecht is a management consultant and author of twenty books dealing with business performance. He chairs Karl Albrecht International, which oversees the practical application of his ideas. Ron Zemke is the founder and president of Performance Research Associates, Inc., a consulting firm that specializes in service quality audits. He has hosted a number of films on service management and is a well-known business writer.



Service: Why You Can’t Ignore It
Services appear in many shapes and sizes. The "help me" type is the easiest to envision and includes everything from transportation and communications services to real estate and legal services. These services help customers navigate their lives...

Comment on this summary

More on this topic

By the same authors

Customers who read this summary also read

More by category