Memorial Hall Library

What great service leaders know & do, creating breakthroughs in service firms, James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger

Label
What great service leaders know & do, creating breakthroughs in service firms, James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger
Language
eng
Form of composition
not applicable
Format of music
not applicable
Literary text for sound recordings
other
Main title
What great service leaders know & do
Music parts
not applicable
Oclc number
919989584
Responsibility statement
James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger
Sub title
creating breakthroughs in service firms
Summary
The service sector has grown to become 80% of the U.S. economy, yet it's poised for a revolution in personalization, big data, and complexity. The authors begin by reviewing their own foundational work, testing the durability of concepts they've helped develop, such as customer and employee value equations and the service profit chain. Then they move on to look at every aspect of optimal service leadership: the use, and misuse, of technology in delivering top-level service, and practices that can transform loyal customers into owners who will help listeners develop new services, refine existing ones, and recommend companies so enthusiastically, they essentially become marketers
Transposition and arrangement
not applicable
Classification
Mapped to

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