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

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

Looking ahead, the authors 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.

Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Ch?teauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.


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Ebook Details
Pages: 312
Size: 9.5 MB
Publisher: Berrett-Koehler Publishers
Date published:   2015
ISBN: 9781626565869 (EPUB)

This product is listed in the following categories:

Nonfiction > Business & Economics > Leadership
Nonfiction > Business & Economics > Industries > Service Industries
Nonfiction > Business & Economics > Organizational Development

These authors have products in the following categories:

Nonfiction > Business & Economics > Careers
Nonfiction > Business & Economics > Entrepreneurship
Nonfiction > Business & Economics > Personal Success
Nonfiction > Business & Economics > Leadership
Nonfiction > Business & Economics > Industries > Service Industries
Nonfiction > Business & Economics > Organizational Development

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03/25/2017
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