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
13% OFF
Two Sides to the Sunbelt: The Growing Divergence Between the Rural and Urban South by Thomas Lyson
Used Book
Ksh 700
Ksh 800
Buy Now
3% OFF
Servant Leader: Transforming Your Heart, Head, Hands and Habits book by Ken Blanchard
New Book
Ksh 3,400
Ksh 3,500
Buy Now
3% OFF
The Life-Changing Magic of Not Giving a F*ck book by Sarah Knight
New Book
Ksh 3,350
Ksh 3,450
Buy Now
2% OFF
Man, the State, and War: A Theoretical Analysis book by Kenneth N. Waltz
New Book
Ksh 6,390
Ksh 6,490
Buy Now
4% OFF
Small Is the New Big: and 183 Other Riffs, Rants, and Remarkable Business Ideas book by Seth Godin
New Book
Ksh 2,550
Ksh 2,650
Buy Now
6% OFF
TouchPoint Bible NLT (Softcover, Red) (New Living Translation)
Used Book
Ksh 1,500
Ksh 1,600
Buy Now
3% OFF
How We Die: Reflections of Life's Final Chapter book by Sherwin B. Nuland
New Book
Ksh 3,250
Ksh 3,350
Buy Now
2% OFF
Uncommon Service: How to Win by Putting Customers at the Core of Your Business book by Frances Frei
New Book
Ksh 5,350
Ksh 5,450
Buy Now
2% OFF
Beyond Wealth: The Road Map to a Rich Life book by Alexander Green
New Book
Ksh 6,150
Ksh 6,250
Buy Now
3% OFF
1% OFF
Your Strategy Needs a Strategy: How to Choose and Execute the Right Approach book by Martin Reeves
New Book
Ksh 6,680
Ksh 6,780
Buy Now
2% OFF
Steal Like an Artist: 10 Things Nobody Told You About Being Creative (Austin Kleon) book by Austin Kleon
New Book
Ksh 3,990
Ksh 4,090
Buy Now
3% OFF
The Earned Life: Lose Regret, Choose Fulfilment book by Marshall Goldsmith , Mark Reiter
New Book
Ksh 3,700
Ksh 3,800
Buy Now
3% OFF
3% OFF
The Donald J. Trump Presidential Twitter Library book by The Daily Show With Trevor Noah
New Book
Ksh 3,150
Ksh 3,250
Buy Now
3% OFF
Black Titan: A.G. Gaston and the Making of a Black American Millionaire book by Carol Jenkins
New Book
Ksh 3,890
Ksh 3,990
Buy Now
4% OFF
Under a White Sky: The Nature of the Future book by Elizabeth Kolbert
New Book
Ksh 2,750
Ksh 2,850
Buy Now
2% OFF
Journey of a Lifetime Pilgrimage to Makkah book by Mohamed Amin
New Book
Ksh 5,990
Ksh 6,090
Buy Now
10% OFF
4% OFF
Parenting the First Twelve Years: What the Evidence Tells Us book by Victoria L. Cooper
New Book
Ksh 2,290
Ksh 2,390
Buy Now
3% OFF
American Kingpin: The Epic Hunt for the Criminal Mastermind Behind the Silk Road book by Nick Bilton
New Book
Ksh 3,250
Ksh 3,350
Buy Now
5% OFF
Standing on the Promises: 365 Daily Assurances of God?s Love, Care, and Guidance
Like New
Ksh 2,000
Ksh 2,100
Buy Now
13% OFF
Fundamental Considerations in Cross-Border Investment: The European View
Used Book
Ksh 700
Ksh 800
Buy Now
3% OFF
The Answer: Your Guide to Achieving Financial Freedom and Living an Extraordinary Life book by John Assaraf
New Book
Ksh 3,260
Ksh 3,360
Buy Now