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by Leonard A. Schlesinger, W. Earl Sasser, James L. Heskett
What Great Service Leaders Know and Do
Cover
Title Page
Copyright Page
Dedication
Contents
Introduction
1 Leading a Breakthrough Service Is Different
2 Shaping Service Strategies That Deliver Results
3 Designing Operating Strategies That Support the Service Vision
4 Creating and Capitalizing on Internal Quality—“A Great Place to Work”
5 The Nuts and Bolts of Breakthrough Service Operations
6 Develop Winning Support Systems
7 services Marketing: Foster Customer Ownership
8 Leading for the Future of Services
Epilogue: One Last Story
Appendix: service trends and take-Aways
Notes
Acknowledgments
Index
About The Authors
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