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Service breakthroughs : changing the rules of the game / James L. Heskett, W. Earl Sasser, Jr., Christopher W.L. Hart.

By: Contributor(s): Material type: TextTextPublication details: New York : Free Press ; Toronto : Collier Macmillan, c1990.Description: xii, 306 p. : ill. ; 25 cmISBN:
  • 0029146755 :
  • 9780029146750 :
Subject(s): DDC classification:
  • 658.812
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.

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

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