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Saving customers with service recovery

Author: James L Heskett; W Earl Sasser; Leonard A Schlesinger; Harvard Business School Management Productions.
Publisher: Boston : Harvard Business School Management Productions, 1994.
Series: People, service, success.
Edition/Format:   VHS video : VHS tape   Visual material : English
Database:WorldCat
Summary:
Demonstrates how successful companies turn problems into opportunities by designing systems that respond to errors and problems.
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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.
OCLC Number: 31536802
Performer(s): James L. Heskett, Earl Sasser, Leonard A. Schlesinger.
Description: 1 videocassette (34 min.) : sd., col. ; 1/2 in. + presenter's guide.
Series Title: People, service, success.
Responsibility: Harvard Business School.

Abstract:

Demonstrates how successful companies turn problems into opportunities by designing systems that respond to errors and problems.

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