How to succeed at work and life?in an increasingly unpredictable worldIn a world where you can no longer plan or predict your way to success, how can you achieve your most important goals? It’s a daun
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 m
James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provid
James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provide
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 a
