Coverart for item
The Resource What great service leaders know and do : creating breakthroughs in service firms, James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger

What great service leaders know and do : creating breakthroughs in service firms, James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger

Label
What great service leaders know and do : creating breakthroughs in service firms
Title
What great service leaders know and do
Title remainder
creating breakthroughs in service firms
Statement of responsibility
James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger
Creator
Contributor
Author
Subject
Language
eng
Summary
In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top-level service; and practices that can transform loyal customers into "owners." They describe the world of great service leaders in which "both/and" thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the "service trifecta"--Wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, "sense and respond," operate with fluid boundaries, and seek and achieve repeated strategic success. --
Member of
Assigning source
Edited summary from book
Cataloging source
B24X7
http://library.link/vocab/creatorName
Heskett, James L
Dewey number
658.4/092
Illustrations
illustrations
Index
index present
LC call number
HF5415.5
LC item number
.H474 2015eb
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
  • Sasser, W. Earl
  • Schlesinger, Leonard A.
Series statement
A BK business book
http://library.link/vocab/subjectName
  • Customer services
  • Service industries
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • Customer services
  • Service industries
Label
What great service leaders know and do : creating breakthroughs in service firms, James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger
Instantiates
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
mixed
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
1. Leading a breakthrough service is different -- 2. Shaping service strategies that deliver results -- 3. Designing operating strategies that support the service vision -- 4. Creating and capitalizing on internal quality -- "a great place to work" -- 5. The nuts and bolts of breakthrough service operations -- 6. Develop winning support systems -- 7. Services marketing : foster customer ownership -- 8. Leading for the future of services
Control code
929986026
Dimensions
unknown
Edition
First edition.
Extent
1 online resource (viii, 275 pages)
Form of item
online
Isbn
9781626565869
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
http://library.link/vocab/ext/overdrive/overdriveId
  • 816096
  • f982f9cc-d086-4cb9-b9f6-97b737764ec9
Specific material designation
remote
System control number
(OCoLC)929986026
Label
What great service leaders know and do : creating breakthroughs in service firms, James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger
Publication
Copyright
Bibliography note
Includes bibliographical references and index
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
mixed
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
1. Leading a breakthrough service is different -- 2. Shaping service strategies that deliver results -- 3. Designing operating strategies that support the service vision -- 4. Creating and capitalizing on internal quality -- "a great place to work" -- 5. The nuts and bolts of breakthrough service operations -- 6. Develop winning support systems -- 7. Services marketing : foster customer ownership -- 8. Leading for the future of services
Control code
929986026
Dimensions
unknown
Edition
First edition.
Extent
1 online resource (viii, 275 pages)
Form of item
online
Isbn
9781626565869
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
http://library.link/vocab/ext/overdrive/overdriveId
  • 816096
  • f982f9cc-d086-4cb9-b9f6-97b737764ec9
Specific material designation
remote
System control number
(OCoLC)929986026

Library Locations

    • Ellis LibraryBorrow it
      1020 Lowry Street, Columbia, MO, 65201, US
      38.944491 -92.326012
    • Engineering Library & Technology CommonsBorrow it
      W2001 Lafferre Hall, Columbia, MO, 65211, US
      38.946102 -92.330125
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