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Service breakthroughs: changing the rules of the game

Heskett, James L.

Service breakthroughs: changing the rules of the game by James L. Heskett, W. Earl Sasser, Jr., and Christopher W. L. Hart - New York: Free Press 1990 - xii, 306p., app., ind. 24 cm x 16 cm

ISBN: 0029146755

Subjects--Topical Terms:
breakthrough services
building customer loyalty
customer satisfaction
customer service
focusing
managing demand
managing for quality
managing information technologies
managing networks
positioning the service
sales management
service quality

Dewey Class. No.: 658.812 / HES

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