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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
The service sector, "any company not involved in the production of products", is now 80% of the US economy, and growing part of the world economy. Written by the three leading scholars of service sector management, this book seeks to provide a roadmap for the design and delivery of winning services for leaders and managers entrusted with the task in the years to come
Cataloging source
DLC
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 2015
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/relatedWorkOrContributorName
  • Sasser, W. Earl
  • Schlesinger, Leonard A.
http://library.link/vocab/subjectName
  • Customer services
  • Service industries
Target audience
adult
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
volume
Carrier MARC source
rdacarrier
Content category
text
Content type MARC source
rdacontent
Contents
  • What great service leaders know: customers buy results and values, not services or products.
  • What great service leaders do: they focus on results and value, as well as on the employee and customer value equations that produce them.
  • 3
  • Designing Operating Strategies That Support the Service Vision
  • 53
  • What great service leaders know: the best service operating strategies don't require trade-offs.
  • What great service leaders do: they foster both/and thinking in designing winning operating strategies.
  • 4
  • Creating and Capitalizing on Internal Quality-"A Great Place to Work"
  • 74
  • 1
  • What great service leaders know: great service starts with the frontline employee. What great service leaders do: they hire for attitude, train for skills.
  • 5
  • Nuts and Bolts of Breakthrough Service Operations
  • 105
  • What great service leaders know: effective, service operating strategies have to create value for employees, customers, and investors.
  • What great service leaders do: they ensure the achievement of the leverage and edge that produces win-win-win results-the service trifecta.
  • 6
  • Develop Winning Support Systems
  • 130
  • What great service leaders know: the best uses of technology and other support systems create frontline service heroes and heroines.
  • Leading a Breakthrough Service Is Different
  • What great service leaders do: they use support systems to elevate important service jobs and eliminate the worst ones.
  • 7
  • Services Marketing: Foster Customer Ownership
  • 164
  • What great service leaders know: satisfying customers is not enough.
  • What great service leaders do: they take steps to develop a core of customers who are owners.
  • 8
  • Leading for the Future of Services
  • 191
  • What great service leaders know: their current beliefs about the future of services are wrong. What great service leaders do: they build agile service organizations that learn, innovate, and adapt.
  • 9
  • What great service leaders know: leading a breakthrough service is different.
  • What great service leaders do: they take steps to ensure repeated memorable service encounters.
  • 2
  • Shaping Service Strategies That Deliver Results
  • 31
Control code
ocn907102180
Dimensions
25 cm
Edition
First edition.
Extent
viii, 275 pages
Isbn
9781626565845
Lccn
2015016144
Media category
unmediated
Media MARC source
rdamedia
Note
658.4 H461 ; XX-N ; [Z15BP003, #64, 3@34.95, wjm/RT ]
Other physical details
illustrations
System control number
  • (Sirsi) 907102180
  • (OCoLC)907102180
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
volume
Carrier MARC source
rdacarrier
Content category
text
Content type MARC source
rdacontent
Contents
  • What great service leaders know: customers buy results and values, not services or products.
  • What great service leaders do: they focus on results and value, as well as on the employee and customer value equations that produce them.
  • 3
  • Designing Operating Strategies That Support the Service Vision
  • 53
  • What great service leaders know: the best service operating strategies don't require trade-offs.
  • What great service leaders do: they foster both/and thinking in designing winning operating strategies.
  • 4
  • Creating and Capitalizing on Internal Quality-"A Great Place to Work"
  • 74
  • 1
  • What great service leaders know: great service starts with the frontline employee. What great service leaders do: they hire for attitude, train for skills.
  • 5
  • Nuts and Bolts of Breakthrough Service Operations
  • 105
  • What great service leaders know: effective, service operating strategies have to create value for employees, customers, and investors.
  • What great service leaders do: they ensure the achievement of the leverage and edge that produces win-win-win results-the service trifecta.
  • 6
  • Develop Winning Support Systems
  • 130
  • What great service leaders know: the best uses of technology and other support systems create frontline service heroes and heroines.
  • Leading a Breakthrough Service Is Different
  • What great service leaders do: they use support systems to elevate important service jobs and eliminate the worst ones.
  • 7
  • Services Marketing: Foster Customer Ownership
  • 164
  • What great service leaders know: satisfying customers is not enough.
  • What great service leaders do: they take steps to develop a core of customers who are owners.
  • 8
  • Leading for the Future of Services
  • 191
  • What great service leaders know: their current beliefs about the future of services are wrong. What great service leaders do: they build agile service organizations that learn, innovate, and adapt.
  • 9
  • What great service leaders know: leading a breakthrough service is different.
  • What great service leaders do: they take steps to ensure repeated memorable service encounters.
  • 2
  • Shaping Service Strategies That Deliver Results
  • 31
Control code
ocn907102180
Dimensions
25 cm
Edition
First edition.
Extent
viii, 275 pages
Isbn
9781626565845
Lccn
2015016144
Media category
unmediated
Media MARC source
rdamedia
Note
658.4 H461 ; XX-N ; [Z15BP003, #64, 3@34.95, wjm/RT ]
Other physical details
illustrations
System control number
  • (Sirsi) 907102180
  • (OCoLC)907102180

Library Locations

    • Claycomo BranchBorrow it
      309 NE 69 Hwy., Claycomo, MO, 64119 , US
      39.19939 -94.49869
    • South Independence BranchBorrow it
      13700 E. 35th St., Independence, MO, 64055 , US
      39.05803 -94.41822
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