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Most popular at the top

  • Service Breakthroughsby James L. Heskett

    Free Press 1990; US$ 21.95

    What 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 meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart... more...

  • Service Breakthroughsby James L. Heskett

    Free Press 1990; Not Available

    What 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 meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart... more...

  • Service Breakthroughsby James L. Heskett

    Free Press 1990; Not Available

    What 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 meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart... more...

  • The Value Profit Chainby James L. Heskett; W. Earl Sasser; Leonard A. Schlesinger

    Free Press 2010; Not Available

    James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold... more...

  • The Value Profit Chainby James L. Heskett; W. Earl Sasser; Leonard A. Schlesinger

    Free Press 2010; Not Available

    James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold... more...

  • The Value Profit Chainby James L. Heskett; W. Earl Sasser; Leonard A. Schlesinger

    Free Press 2010; US$ 35.00

    James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold... more...

  • Service Profit Chainby W. Earl Sasser; Leonard A. Schlesinger; James L. Heskett

    Free Press 1997; Not Available

    In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most... more...

  • Service Profit Chainby W. Earl Sasser; Leonard A. Schlesinger; James L. Heskett

    Free Press 1997; Not Available

    In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most... more...

  • Service Profit Chainby W. Earl Sasser; Leonard A. Schlesinger; James L. Heskett

    Free Press 1997; US$ 32.50

    In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most... more...

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