What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms by James Heskett, Earl W. Sasser, Leonard A. Schleisinger

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

James Heskett, Earl W. Sasser, Leonard A. Schleisinger

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The service sector has grown to become 80% of the US economy, yet it's poised for a revolution in personalization, big data, and complexity. The authors begin by reviewing their own foundational work, testing the durability of concepts they've hel...

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