WorldCat Identities

Sasser, W. Earl

Overview
Works: 89 works in 226 publications in 5 languages and 4,237 library holdings
Genres: Case studies  Instructional films  Nonfiction films  Short films  Documentary television programs  Nonfiction television programs  Television series 
Roles: Author
Publication Timeline
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Most widely held works about W. Earl Sasser
 
Most widely held works by W. Earl Sasser
Service breakthroughs : changing the rules of the game by James L Heskett( Book )

15 editions published between 1990 and 1995 in English and held by 794 WorldCat member libraries worldwide

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
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value by James L Heskett( Book )

14 editions published between 1997 and 2014 in English and Undetermined and held by 751 WorldCat member libraries worldwide

Satisfaction, and productivity
The value profit chain : treat employees like customers and customers like employees by James L Heskett( Book )

9 editions published between 2003 and 2014 in English and held by 610 WorldCat member libraries worldwide

Publisher Description (unedited publisher data) James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold assertion is the authors' indisputable conclusion supported by thirty-one years of groundbreaking research: today's employee satisfaction, loyalty, and commitment strongly influences tomorrow's customer satisfaction, loyalty, and commitment and ultimately the organization's profit and growth -- a quantifiable set of associations the authors call the value profit chain. In what may be the most far-reaching study ever undertaken of the strategic importance of the employee-customer relationship, Heskett, Sasser, and Schlesinger offer profound new insights into the life-long value of both employees and customers and the increasingly important concept of employee-relationship management. Readers will discover how organizations as diverse as aluminum maker Alcoa, travel agency Rosenbluth International, and the Willow Creek Community Church treat employees like customers (in the case of Willow Creek, volunteers as well). Conversely, the authors show how advertising agency Merkley Newman Harty and financial services provider ING Direct treat customers like employees, pursuing the ones they want most. At the Vanguard Group, Cisco Systems, and Southwest Airlines, both practices are common. The authors explain how these organizations and many others -- whether large or small, public or private, or not-for-profit -- achieve profitability and growth or the equivalent by leveraging results and process quality to deliver differentiated products and services at the lowest cost. Timely, essential, and important reading, The Value Profit Chain should be readily accessible on the desk of every forward-thinking manager
Management of service operations : text, cases, and readings by W. Earl Sasser( Book )

15 editions published between 1978 and 1980 in English and Undetermined and held by 340 WorldCat member libraries worldwide

The service management course : cases and readings by W. Earl Sasser( Book )

15 editions published in 1991 in English and Undetermined and held by 315 WorldCat member libraries worldwide

The chain-restaurant industry by D. Daryl Wyckoff( Book )

11 editions published between 1978 and 1979 in English and held by 311 WorldCat member libraries worldwide

The U.S. lodging industry by D. Daryl Wyckoff( Book )

4 editions published between 1981 and 1982 in English and held by 188 WorldCat member libraries worldwide

Cases in operations management : analysis and action( Book )

3 editions published in 1982 in English and held by 180 WorldCat member libraries worldwide

Cases in operations management : strategy and structure( Book )

4 editions published in 1982 in English and held by 103 WorldCat member libraries worldwide

Achieving breakthrough service in libraries : a nationwide teleseminar( Visual )

2 editions published in 1994 in English and held by 90 WorldCat member libraries worldwide

Hardy Franklin, American Library Association President, James L. Heskett, UPS Foundation Professor of Business Logistics of the Harvard Business School, and W. Earl Sasser, Jr. UPS Foundation Professor of Service Management of the Harvard Business School discuss the means of improving customer service and in America's libraries. In addition to several exercises, the manual includes brief management case studies from libraries in the United States and several large American corporations
Bahnbrechender Service : Standards für den Wettbewerb von morgen by James L Heskett( Book )

3 editions published between 1991 and 1994 in 3 languages and held by 74 WorldCat member libraries worldwide

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. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors. The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their "service concept" in terms of results achieved for customers rather than services performed. They target market segments by focusing on psychographics -- how customers think and behave -- instead of demographics. And instead of viewing a service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service. These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading
Managers with impact : versatile and inconsistent by Wickham Skinner( Visual )

9 editions published between 1985 and 2008 in English and Undetermined and held by 72 WorldCat member libraries worldwide

Examines some of the qualities of a successful manager. Uses a series of real life situations to illustrate the particulars of a flexible managerial approach. Identifies some common ruts managers slip into, and demonstrates how to avoid them
What great service leaders know & do : creating breakthroughs in service firms by James L Heskett( )

4 editions published in 2015 in English and held by 39 WorldCat member libraries worldwide

Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use--and misuse--of technology in delivering top-level service; and practices that can transform loyal customers into "owners." Looking ahead, the authors describe the world of great service leaders in which "both/and" thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the "service trifecta"--wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, "sense and respond," operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise
Cambios creativos en servicios by James L Heskett( Book )

4 editions published in 1993 in Spanish and held by 22 WorldCat member libraries worldwide

Marketing simulation models : the problem of specification error by W. Earl Sasser( Book )

2 editions published in 1970 in English and held by 22 WorldCat member libraries worldwide

The Service-profit link( Visual )

3 editions published in 1993 in English and Undetermined and held by 21 WorldCat member libraries worldwide

Professors Jim Heskett, Earl Sasser, and Len Schlesinger demonstrate the direct connections between superlative customer service, customer satisfaction, and sustained profitability. Shows superlative service in action at Taco Bell, Citibank, and Xerox
Mobilizing people for breakthrough service by James L Heskett( Visual )

3 editions published in 1993 in English and held by 19 WorldCat member libraries worldwide

Professors Jim Heskett, Earl Sasser, and Len Schlesinger demonstrate the connection between satisfied employees and satisfied customers that leads directly to sustained profitability. Shows Southwest Airlines and ServiceMaster recruiting, training, and supporting their frontline employees
People, service, success( Visual )

1 edition published in 1993 in English and held by 18 WorldCat member libraries worldwide

People, service, success is two new documentary programs that take you and your managers behind the scenes at some of America's and British most innovative service providers: Taco Bell, Southwest Airlines, British Airways, and Ritz-Carlton. The program shows the management principles and techniques that connect between outstanding service and profitability
The New space race( Visual )

2 editions published in 1983 in English and held by 15 WorldCat member libraries worldwide

American and foreign companies are willing to gamble enormous sums in order to share in the new billion dollar satellite industry. Harvard Business School advisor William E. Sasser, Jr., talks about the chances of these companies becoming the IBMs and AT & Ts of the future and whether NASA will regain its former control
Listening to customers by James L Heskett( Visual )

5 editions published between 1993 and 1994 in English and Undetermined and held by 14 WorldCat member libraries worldwide

Illustrates the important role of listening to customers and using the information gained to improve products and services
 
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Service breakthroughs : changing the rules of the game
Alternative Names
Earl Sasser, W.

Earl Sasser, William 1942-

Sasser, Earl 1942-

Sasser, W. Earl

Sasser, W. Earl 1942-

Sasser , W. Earl <jr.>

Sasser, W. Earl, Jr. 1942-

Sasser, William E.

Sasser, William E. 1942-

Sasser, William E. (William Earl)

W. Earl Sasser Jr. 1942-

새서, W. 얼 1942-

새서, 얼 1942-

얼 새서 1942-

サッサー, W. アール・ジュニア

Languages
Covers
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and valueThe value profit chain : treat employees like customers and customers like employeesThe service management course : cases and readings