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Florida State University - Summer 2012 | ||
Section 1 | ||
 | The Service Profit Chain (1st Edition) by James L. Heskett, Leonard A. Schlesinger, W. Earl Sasser Hardcover, 320 Pages, Published 1997 ISBN-10: 0-684-83256-9 / 0684832569 ISBN-13: 978-0-684-83256-2 / 9780684832562 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. In this pathbreaking book, world-renowned Harvard Business School service | |