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People, service, success

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.
Edition/Format:   VHS video : VHS tape   Visual material : EnglishView all editions and formats
Database:WorldCat
Summary:
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.
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Details

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: 31508886
Performer(s): James L. Heskett, Earl Sasser, Leonard A. Schlesinger.
Description: 5 videocassettes (30 min. each) : sd., col. ; 1/2 in. + 5 presenter's guides.
Details: VHS format.
Contents: Mobilizing people for breakthrough service --
The service-profit link --
Saving customers with service recovery --
The lifetime value of customers --
Listening to customers.
Other Titles: Mobilizing people for breakthrough service
Service-profit link
Saving customers with service recovery
Lifetime value of customers
Listening to customers
Responsibility: Harvard Business School Management Productions, Ingenium Communications.

Abstract:

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.

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