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From the PublisherC. William Pollard Chairman and Chief Executive Officer, The ServiceMaster Company Limited Partnership Other management books in recent years have underscored the need for excellence in quality service, but Heskett, Sasser and Hart have gone deeper to portray in detail the anatomy of outstanding service firms. By considering the total environment — both external and internal — in which breakthrough service firms must operate, the authors reveal the true complexity of consistently delivering outstanding customer service.
William W Bain, Jr. Chairman, Bain & Company Inc. Service Breakthroughs shows the strategic importance of service quality and customer retention, and provides important lessons on how service providers can earn the loyalty of customers and employees.
Charles W McCall President and Chief Executive Officer, CompuServe, Inc. To survive and succeed in a decade of rapidly changing technologies and increasing global competition for service companies, we must strive to "change the rules of the game." Service Breakthroughs provides a framework to help us do exactly that.
John J. Hudiburg Former Chairman, Florida Power & Light Company Service Breakthroughs is full of lessons and insights on how to successfully manage for service quality I wish I had had this book to read eight years ago when we were getting started in installing quality at FPL.
M. Anthony Burns Chairman, President, and Chief Executive Officer, Ryder System, Inc. Service Breakthroughs is beautifully illustrated with examples of the winning strategies which some of the country's most successful service companies have used to move out of the pack and into the leadership positions they now enjoy.