“Challenges facing U.S. manufacturing products have never been more serous. ‘Made in the U.S.A. was once the mark of a quality product. today, many consider it a warning. American industry can meet today’s technology and quality challenges. Dr. Denton’s book comes at a critical time. I only hope we listen.”

Ed Juge

Director, Market Planning

Radio Shack

“Dr. Denton has magnified the need for taking an active position on providing attentive, effective customer service. now more than ever before, high quality service is more than a competitive edge; it is a business imperative.”

Jean C. Jones,

Manager, Corporate Customer Relations

Texas Instruments

“Of all the corporate assets, customer service may be the single strongest competitive edge. A price image can be established or taken away almost overnight. A service image takes time to establish, but another operator cannot take it away quickly. In fact, a strong service image cannot be taken away at all. To lose it, you must give or drive it away. Dr. Denton’s Quality Service addresses a very important subject that needs much attention at this time.”

Donald D. Byerly, Chairman

Byerly’s Inc.



Lisa Whistler, Consultant

We are delighted to inform you that Strategic intranets: the next big thing? has been selected for inclusion in Emerald Reading ListAssist; Emerald’s free, unique, peer-reviewed reading list service provided to all Emerald subscribers. These comprehensive, subject-specific reading lists have been compiled by faculty experts and facilitate both teaching and learning, whilst further increasing the dissemination of your work.

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Mr. John Anderson, Designer