Product Information
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.Product Identifiers
PublisherSimon & Schuster
ISBN-139780029146750
eBay Product ID (ePID)88152851
Product Key Features
Number of Pages336 Pages
LanguageEnglish
Publication NameService Breakthroughs: Changing the Rules of the Game
Publication Year1990
SubjectManagement, Business
TypeTextbook
AuthorEarl W. Sasser, Et Al, James L. Heskett
FormatBook
Dimensions
Item Height242 mm
Item Weight621 g
Additional Product Features
Country/Region of ManufactureUnited States
Title_AuthorEarl W. Sasser, James L. Heskett, Et Al