HESKETT J.L. – SASSER W.E. – HART C.W.L., Service breakthroughs. Changing the rules of the game. Free press, 1990
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CONTENTS
Chapter 1 – Creating Breakthrough Services
Chapter 2 – Developing a Vision of the Business
Chapter 3 – Building Customer Loyalty
Chapter 4 – . Focusing and Positioning the Service
Chapter 5 – Determining the True Costs and Benefits of Service Quality
Chapter 6 – Developing Devices for Achieving Total Customer Satisfaction[/one_half_last]
Chapter 7 – Managing for Quality and Productivity Gains
Chapter 8 – Managing Demand and Supply
Chapter 9 – Managing Networks
Chapter 10 – Managing Information Technologies
Chapter 11 – Mobilizing People
Chapter 12 – Organizing Work
Chapter 13 – Conceiving Future Breakthroughs
Chapter 14 – Realizing Service Breakthroughs
Appendix
Illustrative Approaches to Transportation Network Design
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