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- CREATING BREAKTHROUGHS IN SERVICE FIRMS : WHAT GREAT SERVICE LEADERS KNOW & DO
DetailsEntire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come.The authors cover every aspect of optimal service leadership:the best hiring, training, and workplace organization practices;the creation of operating strategies around areas such asfacility design,capacity planning,queue management, and more;the use-and misuse-of technology in delivering top level service; andpractices that can transform loyal customers into "owners."Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Chateauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.ABOUT THE AUTHOR: James L. Heskett is UPS Foundation Professor of Business Logistics, Emeritus, at Harvard Business School. Among other honors he was awarded the 2010 Distinguished Career Contribution Award in Services Management by the American Marketing Association. W. Earl Sasser, Jr., is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. Sasser developed the schools first course on the management of service operations in 1972.
SKU Code PRK B 3664 Weight in Kg 0.1000 Brand Bookwomb Dispatch Period in Days 3 ISBN No. 9781626568136 Author Name James L Heskett, W Earl Sasser Jr, Leonard A Schlesinger Publisher Name HARPER COLLINS PUBLISHERS