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The service management course : cases and readings

Author: W Earl Sasser; Christopher W L Hart; James L Heskett
Publisher: New York : Free Press ; Toronto : Maxwell Macmillan Canada ; New York : Maxwell Macmillan International, ©1991.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
Summary:

A companion to "Service Breakthroughs: Changing the Rules of the Game", this book provides 35 case studies and eight readings which illustrate how firms have managed to alter the shape of various  Read more...

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Genre/Form: Case studies
Additional Physical Format: Online version:
Sasser, W. Earl.
Service management course.
New York : Free Press ; Toronto : Maxwell Macmillan Canada ; New York : Maxwell Macmillan International, ©1991
(OCoLC)755015565
Document Type: Book
All Authors / Contributors: W Earl Sasser; Christopher W L Hart; James L Heskett
ISBN: 0029140919 9780029140918
OCLC Number: 23081922
Description: x, 977 p. : ill. ; 26 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 --
Developings 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: W. Earl Sasser, Jr., Christopher W.L. Hart, James L. Heskett.

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