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Lessons in the service sector

Heskett, James L. - In: Harvard business review : HBR 65 (1987) 2, pp. 118-126

Persistent link: https://www.econbiz.de/10001020945

Revisiting "where does the customer fit in a service operation?" : background and future development of contact theory

Chase, Richard B. - 2010

Persistent link: https://www.econbiz.de/10003968677

The service management course : cases and readings

Sasser, W. E.; Hart, Christopher W.; Heskett, James L. - 1991

Persistent link: https://www.econbiz.de/10000831144

Service breakthroughs : changing the rules of the game

Heskett, James L. - 1990

Persistent link: https://www.econbiz.de/10000808572

Bahnbrechender Service : Standards für den Wettbewerb von morgen

Heskett, James L.; Sasser, W. E.; Hart, Christopher W. - 1991

Persistent link: https://www.econbiz.de/10000823870

What Great Service Leaders Know and Do : Creating Breakthroughs in Service Firms

Heskett, James L. - 2015

Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service...

Persistent link: https://www.econbiz.de/10013485757