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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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
Item Width163 mm

Additional Product Features

Country/Region of ManufactureUnited States
Title_AuthorEarl W. Sasser, James L. Heskett, Et Al

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