We recommend using a modern web browser such as Google Chrome or Microsoft Edge with their default settings.
READING ON THE GO AT UNION STATION LENDING LIBRARY
In the spring of 2015, The Union Station Redevelopment Corporation launched a […]
James L. Heskett
W. Earl, Jr. Sasser
Christopher W. L. Hart
Hello, I'm an eBook!
ATTENTION: This item is an eBook. It can be read on iOS, Android, MAC and PC's with a supported eReader. It is not a physical book. eBooks are available via download immediately after you've checked out.
Used Very Good
Shipped from other seller
Converts one physical book into a digital version.
eDelivery converts your used book order into a digital version readable on most devices.
Ships directly from Better World Books
Once Upon A Time Books
Your Online Bookstore
The Book Cellar
Wonder Book - Member ABAA/ILAB
The Book Store
At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett,Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors.
The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their "service concept" in terms of results achieved for customers rather than services performed. They target market segments by focusing on psychographics -- how customers think and behave -- instead of demographics. And instead of viewing a service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service.
These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, "Service Breakthroughs" will be essential reading.
Come shop our entire inventory of used books. Get discount code »
Gift Certificate = Happy Friend + Books donated to families in need. Make Someone Happy »
We match every book you purchase with a book donation. Learn more »
Sign up now to get news, sales and special promotions!
© Better World Books (BetterWorldBooks.com)