What Great Service Leaders Know and Do
Creating Breakthroughs in Service Firms
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 leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use-and misuse-of technology in deliveri…
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Produktdetails
Weitere Autoren: Sasser, W. Earl / Schlesinger, Leonard A.
- ISBN: 978-1-62656-586-9
- EAN: 9781626565869
- Produktnummer: 19559339
- Verlag: Berrett-Koehler Publishers
- Sprache: Englisch
- Erscheinungsjahr: 2015
- Seitenangabe: 288 S.
- Plattform: EPUB
- Masse: 9'539 KB
- Auflage: 1. Auflage
Über den Autor
James L. Heskett is UPS Foundation Professor of Business Logistics, Emeritus, at Harvard Business School. Among other honors he was awarded the 2010 Distinguished Career Contribution Award in Services Management by the American Marketing Association.
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