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Service Breakthroughs
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Service Breakthroughs

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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 c
ebook, 306 pages
Published September 17th 1990 by Free Press
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The Service Profit Chain The Science of Delight: How to Build Organizations That Win Through Customer and Employee Engagement The Culture Cycle: How to Shape the Unseen Force That Transforms Performance The Ownership Quotient The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

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