Service Breakthroughs
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
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