What great service leaders know and do : creating breakthroughs in service firms
James L. Heskett (Author), W. Earl Sasser (Author), Leonard A. Schlesinger (Author)
In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top-level service; and practices that can transform loyal customers into "owners." They describe the world of great service leaders in which "both/and" thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the "service trifecta"--Wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, "sense and respond," operate with fluid boundaries, and seek and achieve repeated strategic success. -- Edited summary from book
eBook, English, 2015
First edition
Berrett-Koehler Publishers, Inc., Oakland, CA, 2015