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James L. Heskett has written 14 work(s)
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Cover for 9781681419657 Cover for 9780743225694 Cover for 9781476799988 Cover for 9783322930132 Cover for 9781451655322 Cover for 9781416576860 Cover for 9780684832562 Cover for 9780029140925 Cover for 9780875841304 Cover for 9780471065999
cover image for 9781476799988
Product Description: James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago...read more

Hardcover:

9780743225694 | Free Pr, January 1, 2003, cover price $35.00 | About this edition: Reveals how cultivating happy, loyal, and productive employees generates satisfied, loyal, and trusting customers.

Paperback:

9781476799988 | Reprint edition (Free Pr, October 4, 2014), cover price $24.99 | About this edition: James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago.

cover image for 9783322930132
Product Description: Dieses Buch handelt von den Dingen, die der erfolgreiche Manager im Dienstleistungs gewerbe weiB und tut. Es handelt von einem Konzept, das ich als "Strategische Dienst leistungsvision" bezeichnet habe - einem logisch aufgebauten Plan fUr den Aufbau neuer Unternehmen und die praktische Umsetzung von unternehmerischen Ideen...read more
By James L. Heskett (contributor)

Paperback:

9783322930132 | Reprint edition (Springer Verlag, July 2, 2012), cover price $69.99 | About this edition: Dieses Buch handelt von den Dingen, die der erfolgreiche Manager im Dienstleistungs gewerbe weiB und tut.

Draws from research at such firms as Hewlett-Packard, Xerox, ICI, and Nissan to show how the culture--shared beliefs, attitudes, and practices--of a company can influence its performance for better or worse. (view table of contents)

Hardcover:

9780029184677 | Free Pr, April 1, 1992, cover price $32.00 | About this edition: Draws from research at such firms as Hewlett-Packard, Xerox, ICI, and Nissan to show how the culture of a company--shared beliefs, attitudes, and practices--can influence its performance for better or worse

cover image for 9781416576860
Product Description: 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...read more

Paperback:

9781416576860 | Free Pr, September 12, 2007, cover price $21.95 | About this edition: What Do Citicorp, UPS and Marriott have in common?

cover image for 9780684832562
A proven model for excellence provides business leaders with practical guidelines on how to manage, market, hire, deliver services, and assess results, with detailed case studies that demonstrate how successful companies already use these principles. 17,500 first printing.

Hardcover:

9780684832562 | Free Pr, April 1, 1997, cover price $32.50 | About this edition: Argues that service businesses aim for customer satisfaction, employee productivity, and loyalty

Discusses the ways in which companies in the service sector differ from the competitors in customer relations, providing their services, management, and personnel (view table of contents)

Hardcover:

9780029146750 | Free Pr, August 1, 1990, cover price $35.00 | About this edition: Discusses the ways in which companies in the service sector differ from the competitors in customer relations, providing their services, management, and personnel

cover image for 9780875841304
A Harvard Business School professor summarizes the current status of the service industry and explains his 'strategic service vision' theory, a logically organized plan for implementing new businesses and ideas and developing a competitive advantage within the industry

Hardcover:

9780875841304 | Harvard Business School Pr, May 1, 1986, cover price $29.95 | About this edition: A Harvard Business School professor summarizes the current status of the service industry and explains his 'strategic service vision' theory, a logically organized plan for implementing new businesses and ideas and developing a competitive advantage within the industry

Hardcover:

9780023539404 | Prentice Hall, June 1, 1976, cover price $29.75

displaying 1 to 14 | at end