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Mobilizing people for breakthrough service

Author: James L Heskett; W Earl Sasser; Leonard A Schlesinger; Harvard Business School Management Productions.; Ingenium Communications.
Publisher: Boston, MA : Harvard Business School Management Productions, ©1993.
Series: People, service, success, 2.
Edition/Format:   VHS video : VHS tape   Visual material : EnglishView all editions and formats
Database:WorldCat
Summary:
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.
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Material Type: Videorecording
Document Type: Visual material
All Authors / Contributors: James L Heskett; W Earl Sasser; Leonard A Schlesinger; Harvard Business School Management Productions.; Ingenium Communications.
OCLC Number: 29732554
Description: 1 videocassette (30 min.) : sd., col. ; 1/2 in. + Manual.
Details: VHS.
Series Title: People, service, success, 2.
Responsibility: Harvard Business School Management Productions [and] Ingenium Communications.

Abstract:

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.

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