Service Breakthroughs: Changing the Rules of the Game book by James L. Heskett
By James L. HeskettWhat 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.
Book details
- Hardcover
- 336 pages
- English
- 0029146755
- 9780029146750
About James L. Heskett
heskett first taught at the ohio state university. in 1965, he joined the faculty at the harvard business school.[1] he has also been the senior associate Read More about James L. Heskett
More Books By James L. Heskett
People who bought this also bought
10% OFF
It's Your Time: Activate Your Faith, Achieve Your Dreams, and Increase in God's Favor book by Joel Osteen
Used Book
Ksh 900
Ksh 1,000
Buy Now
3% OFF
Don't Sweat the Small Stuff ... and It's All Small Stuff book by Richard Carlson
New Book
Ksh 2,890
Ksh 2,990
Buy Now
3% OFF
How to Eat: Vintage Classics Anniversary Edition book by Nigella Lawson
New Book
Ksh 3,150
Ksh 3,250
Buy Now
3% OFF
The Lawless Decade: Bullets, Broads and Bathtub Gin book by Paul Sann
New Book
Ksh 2,900
Ksh 3,000
Buy Now
3% OFF
Emma's War: Love, Betrayal and Death in the Sudan book by Deborah Scroggins
New Book
Ksh 2,850
Ksh 2,950
Buy Now
17% OFF
The Purpose Driven Life : What on Earth Am I Here For? book by Rick Warren
Like New
Ksh 1,500
Ksh 1,800
Buy Now
3% OFF
Nice Girls Don't Get the Corner Office : 101 Unconscious Mistakes Women Make
New Book
Ksh 2,790
Ksh 2,890
Buy Now
4% OFF
Straight on Till Morning: the Biography of Beryl Markham book by Mary S. Lovell
New Book
Ksh 2,750
Ksh 2,850
Buy Now
3% OFF
The Selfish Capitalist: Origins of Affluenza book by Oliver James
New Book
Ksh 2,990
Ksh 3,090
Buy Now
2% OFF
The Little Book That Still Beats the Market book by Joel Greenblatt
New Book
Ksh 4,500
Ksh 4,600
Buy Now
2% OFF
Any Situation, Create Fierce Agreement, and Get What You Want In Life book by Anthony Sullivan
New Book
Ksh 4,250
Ksh 4,350
Buy Now
3% OFF
Ally: My Journey Across the American-Israeli Divide book by Michael B. Oren
New Book
Ksh 3,250
Ksh 3,350
Buy Now
2% OFF
The New Drawing on the Right Side of the Brain book by Betty Edwards
New Book
Ksh 3,990
Ksh 4,090
Buy Now
4% OFF
Rabble-Rouser for Peace: The Authorized Biography of Desmond Tutu book by John Allen
New Book
Ksh 2,590
Ksh 2,690
Buy Now
13% OFF
Change We Can Believe in: Barack Obama's Plan to Renew America's Promise
Used Book
Ksh 700
Ksh 800
Buy Now
4% OFF
Clever Dog: The Secrets Your Dog Wants You to Know book by Sarah Whitehead
New Book
Ksh 2,400
Ksh 2,500
Buy Now
3% OFF
Ivuku Rio Uvoro Mwaro [Kiembu - Kimbeere Bible Brown, Gold Edge]
New Book
Ksh 3,646
Ksh 3,746
Buy Now
6% OFF
Closer to God Each Day: 365 Devotions for Everyday Living book by Joyce Meyer
Used Book
Ksh 1,500
Ksh 1,600
Buy Now
3% OFF
Start Where You Are: A Guide to Compassionate Living Book by Pema Chodron
New Book
Ksh 2,850
Ksh 2,950
Buy Now
6% OFF
Without Pity: Ann Rule's Most Dangerous Killers book by Ann Rule
New Book
Ksh 1,600
Ksh 1,700
Buy Now
3% OFF
We're Going to Need More Wine: Stories That Are Funny, Complicated, and True book by Book by Gabrielle Union
New Book
Ksh 3,750
Ksh 3,850
Buy Now
13% OFF
A Hitchhiker's Guide to Jesus: Reading the Gospels on the Ground book by Bruce N. Fisk
Used Book
Ksh 700
Ksh 800
Buy Now
3% OFF
Birth of a Theorem: A Mathematical Adventure book by Cedric Villani
New Book
Ksh 2,890
Ksh 2,990
Buy Now