Entire service businesses have been built around the
ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of
service. Now they test their ideas against the actual experiences
of successful and unsuccessful practitioners, as well as against
demands of the future, in a book service leaders around the world
will use as a guide for years to come.
The authors cover every aspect of optimal service leadership: the
best hiring, training, and... more...