In this companion volume to the widely acclaimed "Service Breakthroughs: Changing the Rules of the Game, " Professors Earl Sasser, Christopher Hart, and James Heskett present 37 case studies and 10 readings which focus on "breakthrough" service providers firms which have changed the rules of the game in their industries by consistently meeting or exceeding their customers' needs and expectations. Designed for classroom adoption in business schools or as a text for in-house corporate education programs, this volume may be used in conjunction with "Service Breakthroughs" or stand alone as the basis for a service management course..
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