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 Beautiful Animals of Kenya book by Camerapix
New Book
How to Get on With Your Colleagues book by The School of Life
New Book
Misquoting Jesus: The Story Behind Who Changed the Bible and Why book by Bart D. Ehrman
New Book
Promises to Bless Your Heart: Inspiration for a Blessed Life
Used Book
The End of Intelligence: Espionage and State Power in the Information Age book by David Tucker
New Book
Hugs for Women: Stories, Sayings, and Scriptures to Encourage and Inspire book by Mary Hollingsworth
Like New
You Are the Placebo: Making Your Mind Matter book by Joe Dispenza
New Book
The Age of Extremes, 1914-1991 book by Eric J. Hobsbawm
New Book
How to Deal With Difficult People book by Ursula Markham
New Book
Lean In : Women, Work, and the Will to Lead book by Sheryl Sandberg
New Book
Hood Feminism: Notes from the Women That a Movement Forgot book by Mikki Kendall
New Book
The Millionairess Across the Street: Women: Lessons to Change Your Thinking and Achieve Wealth and Success by Bettina Flores
Used Book
The Land between Two Rivers: Writing in an Age of Refugees book by Tom Sleigh
New Book
This Child Will Be Great: Memoir of a Remarkable Life by Africa's First Woman President book by Ellen Johnson Sirleaf
New Book
Guerrillas: Journeys in the Insurgent World book by Jon Lee Anderson
New Book
The Cultural Landscape: An Introduction to Human Geography
Used Book
The Art of Tough: Fearless Facing Politics and Life book by Barbara Boxer
Used Book
Conversations with God - Book 2: An uncommon dialogue book by Neale Donald Walsch
New Book
Running on Empty: Overcome Your Childhood Emotional Neglect book by Jonice Webb
New Book
Between Two Kingdoms: What almost dying taught me about living book by Suleika Jaouad
New Book
The Sign and the Seal: The Quest for the Lost Ark of the Covenant book by Graham Hancock
New Book
The Discovery of the Child book by Maria Montessori
New Book