What Great Service Leaders Know & Do

What Great Service Leaders Know & Do

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Heskett, James L. | Sasser, Jr., W. Earl | Schlesinger, Leonard A. Berrett-Koehler Publishers, Inc., 2015 Audio summary available
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IN THIS SUMMARY

In What Great Service Leaders Know & Do, James L. Heskett, W. Earl Sasser Jr., and Leonard A. Schlesinger leverage their extensive research and personal experience at the forefront of the service industry to pinpoint what makes standout service firms like Southwest Airlines and IKEA so successful. The book takes an analytical approach but keeps the human element at its core, recognizing that success in service begins and ends with front-line employees.