James Heskett

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

Publisher Marketing: The service sector has grown to become 80% of the US economy, yet it's poised for a revolution in personalization, big data, and complexity. The authors begin by reviewing their own foundational work, testing the durability of concepts they've helped develop, such as customer and employee value equations and the service profit chain. Then they move on to look at every aspect of optimal service leadership: the use - and misuse - of technology in delivering top-level service; and practices that can transform loyal customers into 'owners' who will help you develop new services, refine existing ones, and recommend your company so enthusiastically they essentially become marketers. The book concludes with a look at the challenges and trends that will shape service leadership in years to come. Contributor Bio:  Heskett, James James Heskett is UPS Foundation Professor of Business Logistics, Emeritus at the Graduate School of Business Administration, Harvard University. Among other honors he was awarded the 2010 Distinguished Career Contribution Award in Services Management by the American Marketing Association. Contributor Bio:  Sasser, W Earl, Jr. W. Earl Sasser, Jr., is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. Sasser developed the school s first course on the management of service operations in 1972. Contributor Bio:  Schlesinger, Leonard A Leonard A. Schlesinger returned to Harvard Business School as a Baker Foundation Professor of Business Administration in July 2013 after concluding a five-year term as the twelfth president of Babson College. Contributor Bio:  Sasser, Earl W, Jr Sasser teaches at the Harvard Business School. Contributor Bio:  Shepherd, Wayne Wayne Shepherd has been featured as the host of many Christian radio programs for over 35 years, many of those years with WMBI and Moody Broadcasting in Chicago.