Service breakthroughs : changing the rules of the game / James L. Heskett, W. Earl Sasser, Jr., Christopher W.L. Hart.
Material type:![Text](/opac-tmpl/lib/famfamfam/BK.png)
- 0029146755 :
- 9780029146750 :
- 658.812
Item type | Current library | Call number | Copy number | Status | Date due | Barcode |
---|---|---|---|---|---|---|
General Lending | Carlow Campus Library Store - Ask Library Staff | 658.812 (Browse shelf(Opens below)) | 1 | Available | 24370 |
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CW083, CW121
CW838
Includes bibliographical references (p. 279-293) and index.
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.
22.95