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.
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About the Author
James L. Heskett teaches at the Harvard Business School.
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Service Breakthroughs Changing
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Service Breakthroughs: Changing the Rules of the Game
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Service Breakthroughs: Changing the Rules of the Game
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Service Breakthroughs : Changing the Rules of the Game
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ISBN 10: 0029146755
ISBN 13: 9780029146750
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Service Breakthroughs: Changing the Rules of the Game
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Service Breakthroughs : Changing the Rules of the Game
Published by
Free Press, 1990
ISBN 10: 0029146755
ISBN 13: 9780029146750
Used
Hardcover
First Edition
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Service Breakthroughs: Changing the Rules of the Game
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Service Breakthroughs: Changing the Rules of the Game
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