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 Four: The Hidden DNA of Amazon, Apple, Facebook, and Google book by Scott Galloway
New Book
The Economist Guide to Financial Management: Understand and Improve the Bottom Line book by John Tennent
New Book
When My Time Comes: Conversations About Whether Those Who Are Dying Should Have the Right to Determine When Life Should End book by Diane Rehm
Used Book
Killing for Profit: Exposing the Illegal Rhino Horn Trade book by Julian Rademeyer
New Book
True North: Leading Authentically in Today's Workplace, Emerging Leader Edition book by Bill George
New Book
Stop Thinking, Start Living: Discover Lifelong Happiness book by Richard Carlson
New Book
Flood Gates: Holy Momentum for a Fearless Church book by Sue Nilson Kibbey
Used Book
The Source of Self-Regard: Selected Essays, Speeches, and Meditations book by Toni Morrison
New Book
How Big Things Get Done: The Surprising Factors That Determine the Fate of Every Project, from Home Renovations to Space Exploration and Everything In Between book by Bent Flyvbjerg , Dan Gardner
New Book
Begin Again: James Baldwin's America and Its Urgent Lessons for Our Own book by Eddie S. Glaude Jr.
New Book
The Art of Influence: Persuading Others Begins With You
New Book
America's Deadliest Export: Democracy ? The Truth About US Foreign Policy and Everything Else book by William Blum
New Book
Forensic Science: An Illustrated Dictionary book by John C. Brenner
New Book
Evolve Your Brain: The Science of Changing Your Mind book by Joe Dispenza
New Book
Free: The Future of a Radical Price book by Chris Anderson
New Book
Winning from Within: A Breakthrough Method for Leading, Living, and Lasting Change book by Erica Ariel Fox
New Book
Boundless Energy : The Complete Mind-Body Programme for Overcoming Chronic Fatigue book by Deepak Chopra
New Book
Earth Chronicles #7 The End of Days (Book VII): Armageddon and Prophecies of the Return (Earth Chronicles book by Zecharia Sitchin
New Book
Everyone Communicates, Few Connect: What the Most Effective People Do Differently book by John C. Maxwell
New Book
Beyond the Sunset : 25 Hymn Stories Celebrating the Hope of Heaven
Used Book
Sensuous Knowledge: A Black Feminist Approach for Everyone book by Minna Salami
New Book
Capitalism, Alone: The Future of the System That Rules the World book by Branko Milanovic
New Book
Think Again: How to Reason and Argue book by Walter Sinnott-Armstrong
New Book
30 Days to Victory Through Forgiveness book by Tony Evans
Used Book
Super Immunity: The Essential Nutrition Guide for Boosting Your Body's Defenses to Live Longer, Stronger, and Disease Free book by Joel Fuhrman
New Book
Desperate: Hope for the Mom Who Needs to Breathe book by Sarah Mae
Used Book
The Leadership Gap: What Gets Between You and Your Greatness book by Lolly Daskal
New Book
Fierce Self-Compassion: How Women Can Harness Kindness to Speak Up, Claim Their Power, and Thrive book by Kristin Neff
New Book