Service Breakthroughs: Changing the Rules of the Game

Type

Book

Authors

James L. Heskett

ISBN 10

0029146755

ISBN 13

9780029146750

Tags

Service, Management, Planning & Forecasting, Marketing, Customer Relations

Description

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. - from Amzon

Number of Copies