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Service breakthroughs : changing the rules of the game

Author: James L Heskett; W Earl Sasser; Christopher W L Hart
Publisher: New York : Free Press ; Toronto : Collier Macmillan, ©1990.
Edition/Format:   Book : EnglishView all editions and formats
Database:WorldCat
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Additional Physical Format: Online version:
Heskett, James L.
Service breakthroughs.
New York : Free Press ; Toronto : Collier Macmillan, ©1990
(OCoLC)646900101
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: James L Heskett; W Earl Sasser; Christopher W L Hart
ISBN: 0029146755 9780029146750
OCLC Number: 21303442
Description: xii, 306 pages : illustrations ; 25 cm
Contents: Creating breakthrough services --
Developing a vision of the business --
Building customer loyalty --
Focusing and positioning the service --
Determining the true costs and benefits of service quality --
Developing devices for achieving total customer satisfaction --
Managing for quality and productivity gains --
Managing demand and supply --
Managing networks --
Managing information technologies --
Mobilizing people --
Organizing work --
Conceiving future breakthroughs --
Realizing service breakthroughs.
Responsibility: James L. Heskett, W. Earl Sasser, Jr., Christopher W.L. Hart.
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