home
sign in
my orders
my e-books
my trolley
my account
contact
keyword
isbn13
author
title
| can't find it |
Tell us the title, author
and / or ISBN number
*
Any other details such as author,
ISBN, title or genre. Please be specific
What is your email address?
*
Not a valid email address
| browse books |
Textbooks
customer service
business & economics
books
>
business & economics
>
customer service
| book details |
Service Breakthroughs: Changing the Rules of the Game
By (author)
James L. Heskett
, By (author)
Earl W. Sasser
, By (author)
et al
This book is currently unavailable. Enquire to check if we can source a used copy
| enquire |
processing...
| book 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 exceeding customer needs and expectations, thus forcing their competitors to either adapt or fail. With detailed case studies of Nordstrom, American Airlines, McDonald's and dozens of other companies, service management experts Heskett, Sasser and Hart show exactly how breakthrough managers - with an intuitive understanding of the self-reinforcing management cycle have development a strategic service vision, built loyalty, and positioned their service more successfully than their competitors.
| product details |
Normally shipped |
Enquiries only
Publisher |
Simon & Schuster
Published date |
17 Sep 1990
Language |
Format |
Other book format
Pages |
336
Dimensions |
242 x 163 x 0mm (L x W x H)
Weight |
621g
ISBN |
978-0-0291-4675-0
Readership Age |
BISAC |
business & economics / customer service
| other options |
| back |
| your trolley |
To view the items in your trolley please sign in.
| sign in |
| specials |
The Silent Patient: The record-breaking, multimillion copy Sunday Times bestselling thriller and TikTok sensation
Alex Michaelides
Paperback / softback
352 pages
was: R 280.95
now: R 252.95
Usually dispatched in 6-12 days
With film rights snapped up by an Oscar winning Hollywood production company, rights sold in a world record 43 territories, and rave blurbs from David Baldacci, Lee Child and A.
| more |
| add to trolley |
processing...
Free Your Mind: The new world of manipulation and how to resist it
Laura Dodsworth
Paperback / softback
384 pages
was: R 300.95
now: R 270.95
Forthcoming
The Instant Sunday Times Bestseller Learn how to recognise and resist the daily attempts to control and manipulate your mind.
| more |
| add to trolley |
processing...
The Thing at 52
Mr. Ross Montgomery
Hardback
40 pages
was: R 455.95
now: R 410.95
Available from overseas. Usually dispatched in 14 days
The Thing at 52 is a beautiful picture book about friendship, loneliness and learning how to say goodbye.
| more |
| add to trolley |
processing...
Copyright 2024
|
terms and conditions