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Most popular at the top

  • Service Breakthroughsby James L. Heskett

    Free Press 1990; US$ 21.95

    Chapter 1 Creating Breakthrough Services Outstanding service organizations are managed differently from their merely good competitors. Missions are stated differently. Managers act differently. Actions are based on totally different assumptions about the way success is achieved. And the results show it, both in terms of conventional measures... more...

  • Service Breakthroughsby James L. Heskett

    Free Press 1990; Not Available

    Chapter 1 Creating Breakthrough Services Outstanding service organizations are managed differently from their merely good competitors. Missions are stated differently. Managers act differently. Actions are based on totally different assumptions about the way success is achieved. And the results show it, both in terms of conventional measures... more...

  • Service Breakthroughsby James L. Heskett

    Free Press 1990; Not Available

    Chapter 1 Creating Breakthrough Services Outstanding service organizations are managed differently from their merely good competitors. Missions are stated differently. Managers act differently. Actions are based on totally different assumptions about the way success is achieved. And the results show it, both in terms of conventional measures... more...

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

    Free Press 1997; US$ 32.50

    Leonard Berry Professor of Marketing and JCPenney Professor of Retailing Studies, Texas A&M University, Author of On Great Service and Marketing Services The authors effectively integrate their wide body of research and thinking into an incisive framework for organizational leadership. 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

    Leonard Berry Professor of Marketing and JCPenney Professor of Retailing Studies, Texas A&M University, Author of On Great Service and Marketing Services The authors effectively integrate their wide body of research and thinking into an incisive framework for organizational leadership. 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...

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

    Free Press 1997; Not Available

    Leonard Berry Professor of Marketing and JCPenney Professor of Retailing Studies, Texas A&M University, Author of On Great Service and Marketing Services The authors effectively integrate their wide body of research and thinking into an incisive framework for organizational leadership. 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...

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