Synopsis
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 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.
"synopsis" may belong to another edition of this title.
About the Author
James L. Heskett teaches at the Harvard Business School.
"About this title" may belong to another edition of this title.
Other Popular Editions of the Same Title
Search results for Service Breakthroughs: Changing the Rules of the Game
Stock Image
Service Breakthroughs Changing
Seller: World of Books (was SecondSale), Montgomery, IL, U.S.A.
Seller rating 5 out of 5 stars
Condition: Good. Item in good condition. Textbooks may not include supplemental items i.e. CDs, access codes etc. Seller Inventory # 00083924818
Stock Image
Service Breakthroughs: Changing the Rules of the Game
Seller: Your Online Bookstore, Houston, TX, U.S.A.
Seller rating 5 out of 5 stars
Hardcover. Condition: Very Good. Signed by Author. Seller Inventory # 0029146755-6-6064357
Stock Image
Service Breakthroughs: Changing the Rules of the Game
Seller: Once Upon A Time Books, Siloam Springs, AR, U.S.A.
Seller rating 4 out of 5 stars
Hardcover. Condition: Acceptable. This is a used book. It may contain highlighting/underlining and/or the book may show heavier signs of wear . It may also be ex-library or without dustjacket. This is a used book. It may contain highlighting/underlining and/or the book may show heavier signs of wear . It may also be ex-library or without dustjacket. Seller Inventory # mon0001432028
Stock Image
Service Breakthroughs: Changing the Rules of the Game
Seller: ThriftBooks-Dallas, Dallas, TX, U.S.A.
Seller rating 5 out of 5 stars
Hardcover. Condition: Good. No Jacket. Pages can have notes/highlighting. Spine may show signs of wear. ~ ThriftBooks: Read More, Spend Less. Seller Inventory # G0029146755I3N00
Stock Image
Service Breakthroughs: Changing the Rules of the Game
Seller: ThriftBooks-Dallas, Dallas, TX, U.S.A.
Seller rating 5 out of 5 stars
Hardcover. Condition: As New. No Jacket. Pages are clean and are not marred by notes or folds of any kind. ~ ThriftBooks: Read More, Spend Less. Seller Inventory # G0029146755I2N00
Stock Image
Service Breakthroughs : Changing the Rules of the Game
Published by
Free Press, 1990
ISBN 10: 0029146755
ISBN 13: 9780029146750
Used
Hardcover
First Edition
Seller: Better World Books, Mishawaka, IN, U.S.A.
Seller rating 5 out of 5 stars
Condition: Very Good. 1st. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Seller Inventory # 2180110-75
Stock Image
Service Breakthroughs: Changing the Rules of the Game
Published by
The Free Press, Old Tappan, New Jersey, U.S.A., 1990
ISBN 10: 0029146755
ISBN 13: 9780029146750
Used
Hardcover
Seller: Books to Die For, The Woodlands, TX, U.S.A.
Seller rating 5 out of 5 stars
Hardcover. Condition: Very Good. Dust Jacket Condition: Very Good. VG/VG. 12th printing. 306 pp. DJ lightly rubbed with shallow edge curling, creasing. Spine cocked, tight. Interior bright, clean. No marks. Good reading/reference copy. Seller Inventory # 0400
Stock Image
Service Breakthroughs: Changing the Rules of the Game
Seller: WorldofBooks, Goring-By-Sea, WS, United Kingdom
Seller rating 5 out of 5 stars
Paperback. Condition: Good. The book has been read but remains in clean condition. All pages are intact and the cover is intact. Some minor wear to the spine. Seller Inventory # GOR001913478
Buy Used
£ 1.68
£ 5.60 shipping
Ships from United Kingdom to U.S.A.
Ships from United Kingdom to U.S.A.
Quantity: 1 available
Seller Image
Service Breakthroughs: Changing the Rules of the Game (Hardcover)
Seller: InventoryMasters, Nokomis, IL, U.S.A.
Seller rating 4 out of 5 stars
Hardcover. Condition: Very Good. Item may have moderate to heavy cosmetic defects. Shrink wrap or dust cover may be missing. Spine may show signs of wear. Pages may contain notes or highlighting. May include former owner name or ownership labels. Shrink wrap or dust covers may be missing. Decent reading copy. Seller Inventory # uvg-biz-hb-4
Stock Image
Service Breakthroughs : Changing the Rules of the Game
Published by
Free Press, 1990
ISBN 10: 0029146755
ISBN 13: 9780029146750
Used
Hardcover
First Edition
Seller: Better World Books Ltd, Dunfermline, United Kingdom
Seller rating 5 out of 5 stars
Condition: Very Good. 1st. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Seller Inventory # 2180110-75
Buy Used
£ 4.68
£ 5 shipping
Ships from United Kingdom to U.S.A.
Ships from United Kingdom to U.S.A.
Quantity: 1 available