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The Service Profit Chain

By W. Earl Sasser Jr., Leonard A. Schlesinger, James L. Heskett
Hardcover
$32.50
By W. Earl Sasser Jr., Leonard A. Schlesinger, James L. Heskett
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In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain.

Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking rese...

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