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Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: ThriftBooks-Atlanta, AUSTELL, GA, Estados Unidos de America
Libro
Paperback. Condición: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less 1.1.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: WorldofBooks, Goring-By-Sea, WS, Reino Unido
Libro
Paperback. Condición: Very Good. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged.
Publicado por Free Press, 1990
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: Ammareal, Morangis, Francia
Libro
Softcover. Condición: Très bon. Ancien livre de bibliothèque. Edition 1990. Ammareal reverse jusqu'à 15% du prix net de ce livre à des organisations caritatives. ENGLISH DESCRIPTION Book Condition: Used, Very good. Former library book. Edition 1990. Ammareal gives back up to 15% of this book's net price to charity organizations.
Publicado por Free Press, 1990
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: Anybook.com, Lincoln, Reino Unido
Libro
Condición: Good. This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,600grams, ISBN:9781416576860.
Publicado por Free Press, 1990
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: Anybook.com, Lincoln, Reino Unido
Libro
Condición: Good. This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,600grams, ISBN:9781416576860.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: GreatBookPrices, Columbia, MD, Estados Unidos de America
Libro
Condición: New.
Publicado por Free Press 9/12/2007, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: BargainBookStores, Grand Rapids, MI, Estados Unidos de America
Libro
Paperback or Softback. Condición: New. Service Breakthroughs 1.01. Book.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: booksXpress, Bayonne, NJ, Estados Unidos de America
Libro Impresión bajo demanda
Soft Cover. Condición: new. This item is printed on demand.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: Lucky's Textbooks, Dallas, TX, Estados Unidos de America
Libro
Condición: New.
Publicado por Free Press, 2023
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: Save With Sam, North Miami, FL, Estados Unidos de America
Libro Impresión bajo demanda
Paperback. Condición: New. Brand New! This item is printed on demand.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: GreatBookPrices, Columbia, MD, Estados Unidos de America
Libro
Condición: As New. Unread book in perfect condition.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: California Books, Miami, FL, Estados Unidos de America
Libro
Condición: New.
Publicado por Simon & Schuster, New York, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: Grand Eagle Retail, Wilmington, DE, Estados Unidos de America
Libro
Paperback. Condición: new. Paperback. 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 consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs."The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors. The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their "service concept" in terms of results achieved for customers rather than services performed. They target market segments by focusing on psychographics -- how customers think and behave -- instead of demographics.And instead of viewing a service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service. These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading. 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 consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in "Service Breakthroughs," based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between h Shipping may be from multiple locations in the US or from the UK, depending on stock availability.
Publicado por Simon and Schuster, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: PBShop.store US, Wood Dale, IL, Estados Unidos de America
Libro Impresión bajo demanda
PAP. Condición: New. New Book. Shipped from UK. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: Ria Christie Collections, Uxbridge, Reino Unido
Libro Impresión bajo demanda
Condición: New. PRINT ON DEMAND Book; New; Fast Shipping from the UK. No. book.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: Books Unplugged, Amherst, NY, Estados Unidos de America
Libro
Condición: New. Buy with confidence! Book is in new, never-used condition 0.8.
Publicado por Simon & Schuster, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: THE SAINT BOOKSTORE, Southport, Reino Unido
Libro Impresión bajo demanda
Paperback / softback. Condición: New. This item is printed on demand. New copy - Usually dispatched within 5-9 working days.
Publicado por Free Press 2007-09-12, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: Chiron Media, Wallingford, Reino Unido
Libro
Paperback. Condición: New.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: GreatBookPricesUK, Castle Donington, DERBY, Reino Unido
Libro
Condición: New.
Publicado por Free Pr, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: Revaluation Books, Exeter, Reino Unido
Libro
Paperback. Condición: Brand New. 306 pages. 9.00x6.00x1.00 inches. In Stock.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: GreatBookPricesUK, Castle Donington, DERBY, Reino Unido
Libro
Condición: As New. Unread book in perfect condition.
Publicado por Simon and Schuster, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: PBShop.store UK, Fairford, GLOS, Reino Unido
Libro Impresión bajo demanda
PAP. Condición: New. New Book. Delivered from our UK warehouse in 4 to 14 business days. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: AHA-BUCH GmbH, Einbeck, Alemania
Libro Impresión bajo demanda
Taschenbuch. Condición: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - What Do Citicorp, UPS and Marriott have in common They are 'breakthrough' service providersfirms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail.At the heart of breakthrough performance, the authors contend, is a sometimes intuitivebut thorough understanding of the 'self-reinforcing service cycle' that replaces traditional management of 'trade-offs.' The 'cycle' is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their 'merely good' competitors.The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their 'service concept' in terms of resultsachieved for customers rather than services performed. They target market segments by focusing onpsychographics -- how customers think and behave -- instead of demographics. And instead of viewing aservice delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service.These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: moluna, Greven, Alemania
Libro Impresión bajo demanda
Condición: New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. Über den AutorJames L. Heskett teaches at the Harvard Business School.InhaltsverzeichnisrnrnPreface Acknowledgments1. Creating Breakthrough Services2. Developing a Vision of the Business3.
Publicado por Free Press, 2007
ISBN 10: 141657686XISBN 13: 9781416576860
Librería: BennettBooksLtd, North Las Vegas, NV, Estados Unidos de America
Libro
Condición: New. New. In shrink wrap. Looks like an interesting title! 0.8.