LIBROS DEL AUTOR: james lheskett

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  • Service Breakthroughs
    James L. Heskett / James LHeskett
    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 chief ...
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