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James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any ... More
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Organizations worldwide have used a groundbreaking tool the service-profit chain to improve business performance. In The Ownership Quotient, the authors reveal the next level ... More
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Directly linking profit and growth not only to customer loyalty and satisfaction but to employee productivity, the authors present a step-by-step action plan for managing, ... More
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What Do Citicorp, UPS and Marriott have in common? They are "breakthrough" service providers,firms that changed the rules of the game in their respective industries by ... More
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As American involvement in WW II grew imminent, President Roosevelt authorized the establishment of the Office of Strategic Services (OSS), the predecessor of both the CIA ... More
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As American involvement in WW II grew imminent, President Roosevelt authorized the establishment of the Office of Strategic Services (OSS), the predecessor of both the CIA ... More
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Mass Market Paperback
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World War Two rages on. In the conflict's darkest days, both the U.S. and Germany scramble to achieve nuclear capabilities. And if Hitler's scientists hand him the atomic ... More
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World War Two rages on. In the conflict's darkest days, both the U.S. and Germany scramble to achieve nuclear capabilities. And if Hitler's scientists hand him the atomic ... More
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Hardcover
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Best remembered as the father of Vice President Al Gore, Albert Gore, Sr., worked tirelessly in politics himself, a Democratic congressman and senator from 1939 to 1971 and a ... More
Textbook Hardcover
In this companion volume to Service Breakthroughs, Sasser, Hart, and Heskett present 36 in-depth case studies and ten readings which focus on "breakthrough" service providers-- ... More
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