WorldCat Identities

Sasser, W. Earl

Overview
Works: 88 works in 190 publications in 5 languages and 4,288 library holdings
Genres: Case studies 
Roles: Author
Classifications: HF5415.5, 658.812
Publication Timeline
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Most widely held works by W. Earl Sasser
Service breakthroughs : changing the rules of the game by James L Heskett( Book )
17 editions published between 1990 and 1993 in 3 languages and held by 834 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
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value by James L Heskett( Book )
12 editions published in 1997 in English and Undetermined and held by 765 WorldCat member libraries worldwide
Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty
The value profit chain : treat employees like customers and customers like employees by James L Heskett( Book )
10 editions published between 2003 and 2014 in English and held by 629 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 )
10 editions published between 1978 and 1980 in English and Undetermined and held by 351 WorldCat member libraries worldwide
The chain-restaurant industry by D. Daryl Wyckoff( Book )
9 editions published between 1978 and 1979 in English and held by 327 WorldCat member libraries worldwide
The service management course : cases and readings by W. Earl Sasser( Book )
9 editions published in 1991 in English and held by 314 WorldCat member libraries worldwide
The U.S. lodging industry by D. Daryl Wyckoff( Book )
3 editions published between 1981 and 1982 in English and held by 200 WorldCat member libraries worldwide
Cases in operations management : analysis and action ( Book )
4 editions published in 1982 in English and held by 189 WorldCat member libraries worldwide
Achieving breakthrough service in libraries a nationwide teleseminar ( Visual )
4 editions published in 1994 in English and held by 119 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
Cases in operations management : strategy and structure ( Book )
3 editions published in 1982 in English and held by 107 WorldCat member libraries worldwide
Managers with impact versatile and inconsistent by Wickham Skinner( Visual )
5 editions published between 1986 and 2008 in English and held by 82 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
Bahnbrechender Service : Standards für den Wettbewerb von morgen by James L Heskett( Book )
1 edition published in 1991 in German and held by 61 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 New space race ( Visual )
1 edition published in 1983 in English and held by 21 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
Mobilizing people for breakthrough service by James L Heskett( Visual )
3 editions published in 1993 in English and held by 17 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 )
2 editions published in 1993 in English and held by 16 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 Service-profit link ( Visual )
3 editions published in 1993 in English and Undetermined and held by 16 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
Groeien door tevreden klanten : trouw personeel, goede service, blijvende klanten by James L Heskett( Book )
1 edition published in 1997 in Dutch and held by 15 WorldCat member libraries worldwide
Listening to customers by James L Heskett( Visual )
4 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
Saving customers with service recovery ( Visual )
3 editions published in 1994 in English and Undetermined and held by 14 WorldCat member libraries worldwide
Demonstrates how successful companies turn problems into opportunities by designing systems that respond to errors and problems
 
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Alternative Names
Earl Sasser, W.
Earl Sasser, William 1942-
Sasser, W. Earl
Sasser, W. Earl 1942-
Sasser , W. Earl <jr.>
Sasser, William E.
Sasser, William E. 1942-
Sasser, William E. (William Earl)
サッサー, W. アール・ジュニア
Languages
English (95)
Spanish (3)
German (1)
Dutch (1)
Czech (1)
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