Service Breakthroughs: Changing the Rules of the Game book by James L. Heskett
By James L. HeskettWhat do Citicorp, UPS, and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently exceeding customer needs and expectations, thus forcing their competitors to either adapt or fail. With detailed case studies of Nordstrom, American Airlines, McDonald's and dozens of other companies, service management experts Heskett, Sasser and Hart show exactly how breakthrough managers - with an intuitive understanding of the "self-reinforcing management cycle" have development a strategic service vision, built loyalty, and positioned their service more successfully than their competitors.
Book details
- Hardcover
- 336 pages
- English
- 0029146755
- 9780029146750
About James L. Heskett
heskett first taught at the ohio state university. in 1965, he joined the faculty at the harvard business school.[1] he has also been the senior associate Read More about James L. Heskett
More Books By James L. Heskett
People who bought this also bought
The E-Myth Physician: Why Most Medical Practices Don't Work and What to Do About It book by Michael E. Gerber
New Book
For Better or For Worse #6: Keep the Home Fries Burning book by Lynn Johnston
Used Book
Good to Great: Why Some Companies Make the Leap... and Others Don't book by Jim Collins
New Book
The Psychology of Selling: Increase Your Sales Faster and Easier Than You Ever Thought Possible
New Book
...and the Horse He Rode in on : People Vs. Kenneth Starr
Used Book
The Schools We Need: And Why We Don't Have Them book by E.D. Hirsch Jr.
Used Book
Butter Comes From Butterflies: When I was a kid, I used to believe. . . book by Mat Connolley
Used Book
Breaking and Entering : Women Cops Talk about Life in the Ultimate Men's Club
Used Book
The Myth of Normal :Trauma, Illness, and Healing in a Toxic Culture by Gabor Mat?
New Book
An Artist in Treason : The Extraordinary Double Life of General James Wilkinson
Used Book
I'm Alive and the Doctor's Dead : Surviving Cancer with Your Sense of Humor and Your Sexuality Intact
Used Book
Sew It! : Make 17 Projects with Yummy Precut Fabric?Jelly Rolls, Layer Cakes, Charm Packs AND Fat Quarters
Used Book
The Art of Tough: Fearless Facing Politics and Life book by Barbara Boxer
Used Book
1000 Best Wedding Bargains: Insider Secrets from Industry Experts!
Used Book
From Cover to Cover : Evaluating and Reviewing Children's Books
Used Book
8 Minutes in the Morning: A Simple Way to Shed Up to 2 Pounds a Week Guaranteed
Used Book