skip to content

Sasser, W. Earl

Overview
Works: 87 works in 180 publications in 2 languages and 4,259 library holdings
Genres: Case studies 
Classifications: HF5415.5, 658.812
Publication Timeline
Key
Publications about W. Earl Sasser
Publications by W. Earl Sasser
Most widely held works by W. Earl Sasser
Service breakthroughs : changing the rules of the game by James L Heskett( Book )
13 editions published in 1990 in English and held by 829 libraries worldwide
What do Citicorp, UPS, and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently exceeding customer needs and expectations, thus forcing their competitors to either adapt or fail. With detailed case studies of Nordstrom, American Airlines, McDonald's and dozens of other companies, service management experts Heskett, Sasser and Hart show exactly how breakthrough managers - with an intuitive understanding of the "self-reinforcing management cycle" have development a strategic service vision, built loyalty, and positioned their service more successfully than their competitors
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value by James L Heskett( Book )
11 editions published in 1997 in English and Undetermined and held by 768 libraries worldwide
satisfaction, and productivity
The value profit chain : treat employees like customers and customers like employees by James L Heskett( Book )
9 editions published in 2003 in English and held by 627 libraries worldwide
Reveals how cultivating happy, loyal, and productive employees generates satisfied, loyal, and trusting customers
Management of service operations : text, cases, and readings by W. Earl Sasser( Book )
9 editions published between 1978 and 1980 in English and Undetermined and held by 353 libraries worldwide
The chain-restaurant industry by D. Daryl Wyckoff( Book )
9 editions published between 1978 and 1979 in English and held by 328 libraries worldwide
The service management course : cases and readings by W. Earl Sasser( Book )
9 editions published in 1991 in English and held by 320 libraries worldwide
The U.S. lodging industry by D. Daryl Wyckoff( Book )
3 editions published between 1981 and 1982 in English and held by 202 libraries worldwide
Cases in operations management : analysis and action ( Book )
3 editions published in 1982 in English and held by 191 libraries worldwide
Achieving breakthrough service in libraries a nationwide teleseminar ( visu )
4 editions published in 1994 in English and held by 123 libraries worldwide
Hardy Franklin, American Library Association President, James L. Heskett, UPS Foundation Professor of Business Logistics of the Harvard Business School, and W. Earl Sasser, Jr. UPS Foundation Professor of Service Management of the Harvard Business School discuss the means of improving customer service and in America's libraries. In addition to several exercises, the manual includes brief management case studies from libraries in the United States and several large American corporations
Cases in operations management : strategy and structure ( Book )
3 editions published in 1982 in English and held by 110 libraries worldwide
Managers with impact versatile and inconsistent by Wickham Skinner( visu )
5 editions published between 1986 and 2008 in English and held by 83 libraries worldwide
Examines some of the qualities of a successful manager. Uses a series of real life situations to illustrate the particulars of a flexible managerial approach. Identifies some common ruts managers slip into, and demonstrates how to avoid them
The New space race ( visu )
1 edition published in 1983 in English and held by 22 libraries worldwide
American and foreign companies are willing to gamble enormous sums in order to share in the new billion dollar satellite industry. Harvard Business School advisor William E. Sasser, Jr., talks about the chances of these companies becoming the IBMs and AT&Ts of the future and whether NASA will regain its former control
Marketing simulation models : the problem of specification error by W. Earl Sasser( Book )
2 editions published in 1970 in English and held by 22 libraries worldwide
Mobilizing people for breakthrough service by James L Heskett( visu )
3 editions published in 1993 in English and held by 18 libraries worldwide
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
Groeien door tevreden klanten : trouw personeel, goede service, blijvende klanten by James L Heskett( Book )
1 edition published in 1997 in Dutch and held by 16 libraries worldwide
People, service, success ( visu )
2 editions published in 1993 in English and held by 16 libraries worldwide
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
The Service-profit link ( visu )
3 editions published in 1993 in English and Undetermined and held by 16 libraries worldwide
Professors Jim Heskett, Earl Sasser, and Len Schlesinger demonstrate the direct connections between superlative customer service, customer satisfaction, and sustained profitability. Shows superlative service in action at Taco Bell, Citibank, and Xerox
Listening to customers by James L Heskett( visu )
4 editions published between 1993 and 1994 in English and Undetermined and held by 15 libraries worldwide
Illustrates the important role of listening to customers and using the information gained to improve products and services
Saving customers with service recovery ( visu )
3 editions published in 1994 in English and Undetermined and held by 15 libraries worldwide
Demonstrates how successful companies turn problems into opportunities by designing systems that respond to errors and problems
The Lifetime value of customers by James L Heskett( visu )
3 editions published between 1993 and 1994 in English and held by 14 libraries worldwide
Defines the critical link between customer retention and building profits and growth
 
moreShow More Titles
fewerShow Fewer Titles
Alternative Names
Earl Sasser, W.
Sasser, W. E.
Sasser, W. Earl
Sasser , W. Earl <jr.>
Sasser, William E.
Sasser, William E. (William Earl)
サッサー, W. アール・ジュニア
Languages
English (94)
Dutch (1)
Covers
Close Window

Please sign in to WorldCat 

Don't have an account? You can easily create a free account.