What Great Service Leaders Know and Do ─ Creating Breakthroughs in Service Firms
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The service sector—any company not involved in the production of products—is now 80% of the US economy, and growing part of the world economy. Written by the three leading scholars of service sector management, this book seeks to provide a roadmap for the design and delivery of winning services for leaders and managers entrusted with the task in the years to come.

The authors review their own seminal work on service management, testing the durability of concepts they've helped develop over the past thirty years. Then they move on to look at how better results will be achieved in the future—what needs to be done to create great places to work, design efficient and enjoyable service experiences, use technology to improve service delivery, and engage and retain customers. Using examples of dozens of companies in a wide variety of industries, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
James L. Heskett is UPS Foundation Professor of Business Logistics, Emeritus, at Harvard Business School. Among other honors he was awarded the 2010 Distinguished Career Contribution Award in Services Management by the American Marketing Association.

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.

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.