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by James L. Heskett

Author: James L. Heskett
Subcategory: Industries
Language: English
Publisher: Free Press; 1st edition (September 17, 1990)
Pages: 306 pages
Category: Perfomance
Rating: 4.3
Other formats: lrf doc rtf azw

James L. Heskett is an American academic. Service Breakthroughs: Changing the Rules of the Game.

James L. He is the UPS Foundation Professor of Business Logistics, Emeritus at the Harvard Business School Works. Hart, Christopher W. Heskett, James . Sasser, W. Earl (1990). New York: Free Press.

They are "breakthrough" service providers,firms that changed the rules of the game in their respective industries by. .

They are "breakthrough" service providers,firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School.

SIMILAR ITEMS (based on metadata). Terms of Service (last updated 12/31/2014).

Heskett, James L; Sasser, W. Earl; Hart, Christopher W. L. Publication date. Customer services, Sales management. New York : Free Press ; Toronto : Collier Macmillan. Books for People with Print Disabilities. Internet Archive Books. Gutierres on August 12, 2011. SIMILAR ITEMS (based on metadata).

Service Breakthroughs. Changing the Rules of the Game. The demands that all of this places on the management of the service firm, particularly in the implementation and ongoing management of efforts to maintain a knowledge of customer needs and the way they are or are not being met; to design work and workplaces in ways intended to meet those needs most profitably; to select, develop, and assign people suitable to various. tasks; and to devise ways of insuring that the service and the way it is produced and delivered will change to reflect new customer and server needs, technologies, and competitive dynamics.

UPS Foundation Professor of Business Logistics, Emeritus. and James T. Kindley. Montes Calcados: A Step Ahead. Harvard Business School Brief Case 918-513, February 2018. View Profile View Publications . W. Earl Sasser. UPS Foundation Professor of Service Management, Emeritus. More from these Authors. The Road to Freedom: How to Win the Fight for Free Enterprise. Citation: Brooks, Arthur C. New York: Basic Books, 2012. Cite View Details Find at Harvard Purchase.

Heskett James L. (EN). 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 meeting or exceeding customer needs. 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 meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School

They are breakthrough service providers, firms that changed the rules of the game in their respective industries by.Service Breakthroughs" is beautifully illustrated with examples of the. winning strategies which some of the country's most successful service companies.

They are breakthrough service providers, firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. have used to move out of the pack and into the leadership positions they now.

oceedings{, title {Service Breakthroughs: Changing the Rules .

oceedings{, title {Service Breakthroughs: Changing the Rules of the Game}, author {James L. Heskett and William Sasser and Christopher W. Hart}, year {1990} }. James L. Heskett, William Sasser, Christopher W. Hart. 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.

Books & Magazines. Title: Service Breakthroughs Changing the Rules of the Game Author: James L. Heskett, W. Earl Sasser, Jr. and Christopher . Service Breakthroughs Changing the Rules of the Game 0029146755.

Discusses the ways in which companies in the service sector differ from the competitors in customer relations, providing their services, management, and personnel