
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
Peak: Unleashing Your Inner Champion Through Revolutionary Methods for Skill Acquisition and Performance Enhancement in Work, Sports, and Life book by K. Anders Ericsson
New Book
Love for Imperfect Things: How to Accept Yourself in a World Striving for Perfection book by Haemin Sunim
New Book
The Breast Cancer Prevention Diet: The Powerful Foods, Supplements, and Drugs That Can Save Your Life
Used Book
Stepping Up - Bible Study Book : A Journey Through the Psalms of Ascent
Used Book
Chicken Soup for the Christian Soul: 101 Stories to Open the Heart and Rekindle the Spirit book by Jack Canfield
Used Book
What They Teach You at Harvard Business School by Philip Delves Broughton
New Book
The Art of Possibility: Transforming Professional and Personal Life book by Rosamund Stone Zander
New Book
The Splendid and the Vile: A Saga of Churchill, Family, and Defiance During the Blitz book by Erik Larson
Used Book
From Cover to Cover : Evaluating and Reviewing Children's Books
Used Book
The world atlas of wine; a complete guide to the wines and spirits of the world
Used Book
Into Africa: The Epic Adventures of Stanley & Livingstone book by Martin Dugard
New Book
Infamous Speeches: From Robespierre to Osama bin Laden book by Bob Blaisdell
New Book
The Difference Maker: Making Your Attitude Your Greatest Asset by John C. Maxwell
New Book
The Everyday Hero Manifesto: Activate Your Positivity, Maximize Your Productivity, Serve the World book by Robin S. Sharma
New Book
Give and Take: Why Helping Others Drives Our Success book by Adam Grant
New Book