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The service management course: cases and readings

Sasser, W. Earl

The service management course: cases and readings by W. Earl Sasser, Jr, Christopher W.L. Hart and James L. Heskett - New York: Free Press 1991 - x, 977p. 24 cm x 16 cm

ISBN: 0029140919

Subjects--Topical Terms:
breakthrough services
building customer loyalty
case studies
customer satisfaction
management
managing information technologies
managing networks
mobilizing people
organising works
positioning service
productivity gains
service industries
service quality

Dewey Class. No.: 658.804 / SAS

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