Service Breakthroughs: Changing the Rules of the Game-James L. Heskett, Earl W. - Picture 1 of 1

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Service Breakthroughs: Changing the Rules of the Game by Earl W. Sasser, et al, James L. Heskett (Book, 1990)

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At the heart of breakthrough performance is a sometimes intuitieve but thorough understnding of the 'self re-inforcingservice cycle' This book contain vivid examples and case studies from a range of well known companies.

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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.