James L. Heskett

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Service Breakthroughs
Free Press (1990)
US$15.99

What Do Citicorp, UPS and Marriott have in common? They are "breakthrough" service providers, firms...

Service Profit Chain
Free Press (1997)
US$16.99

In this pathbreaking book, world-renowned Harvard Business School service firm experts James L....

The Value Profit Chain: Treat Employees Like Customers and Customers Like

The Value Profit Chain

Treat Employees Like Customers and Customers Like

Free Press (2010)
US$15.99

James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close...

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

What Great Service Leaders Know and Do

Creating Breakthroughs in Service Firms

Berrett-Koehler Publishers (2015)
US$34.95

Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger,...