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Title Author Copyright Date
Added
Action
What Great Service Leaders Know and Do James L. Heskett Leonard A. Schlesinger W. Earl Sasser Jr. 2015 09/01/15
The Value Profit Chain James L. Heskett 2003 08/14/10
The Value Profit Chain James L. Heskett W. Earl Sasser Leonard A. Schlesinger 2003 12/31/11
Sustain Your Success: Foster Employee and Customer Ownership to Lock in Success James L. Heskett Joe Wheeler W. Earl Sasser Jr. 2008 08/02/16
Southwest Airlines: In a Different World James L. Heskett W. Earl Sasser Jr. 2010 08/04/16
Southwest Airlines 2002: An Industry Under Siege James L. Heskett 2003 08/03/16
Southwest Airlines--1993 (A) James L. Heskett Roger Hallowell 1993 08/03/16
Shouldice Hospital Ltd. (Abridged) James L. Heskett Roger Hallowell 2004 08/03/16
Shouldice Hospital Ltd. James L. Heskett 1983 08/03/16
ServiceMaster Industries, Inc. James L. Heskett 1987 08/02/16
Service Profit Chain James L. Heskett W. Earl Sasser Leonard A. Schlesinger 1997 02/01/14
Service Breakthroughs James L. Heskett 1990 02/01/14
Service Breakthroughs James L. Heskett W. Earl Sasser Christopher W. L. Hart Jr. 1990 08/10/10
Rackspace Hosting in Late 2000 James L. Heskett W. Earl Sasser Jr. 2008 08/03/16
Putting the Service-Profit Chain to Work James L. Heskett Leonard A. Schlesinger W. Earl Sasser Jr. Gary W. Loveman Thomas O. Jones 2008 08/04/16
Put Customers to Work: Determining the Right Level of Customer Engagement James L. Heskett Joe Wheeler W. Earl Sasser Jr. 2008 08/03/16
Profitable Art of Service Recovery James L. Heskett W. Earl Sasser Jr. Christopher W.L. Hart 1990 08/03/16
Porcini's Pronto: "Great Italian cuisine without the wait!" James L. Heskett Richard Luecke 2011 08/02/16
NYPD New James L. Heskett 1996 08/02/16
Note on Service Mapping James L. Heskett Robert T. Anthony 1992 08/02/16
Note on Marketing Arithmetic and Related Marketing Terms James L. Heskett Theodore Levitt Stephen H. Star 1974 08/02/16
Note on Managing the Growing Venture Michael J. Roberts James L. Heskett Richard G. Hamermesh 2005 08/02/16
Manchester Bidwell Corp. (A) James L. Heskett 2006 08/02/16
Leverage Value Over Cost: Developing Customer and Employee Ownership James L. Heskett Joe Wheeler W. Earl Sasser Jr. 2008 08/03/16
Lessons in the Service Sector James L. Heskett 1987 08/03/16
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