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The service management course : cases and readings
Sasser, W. E.; Hart, Christopher W.; Heskett, James L. - 1991
Persistent link: https://www.econbiz.de/10000831144
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Service breakthroughs : changing the rules of the game
Heskett, James L. - 1990
Persistent link: https://www.econbiz.de/10000808572
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Bahnbrechender Service : Standards für den Wettbewerb von morgen
Heskett, James L.; Sasser, W. E.; Hart, Christopher W. - 1991
Persistent link: https://www.econbiz.de/10000823870
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The service profit chain : from satisfaction to ownership
Heskett, James L.; Sasser, W. E. - 2010
Persistent link: https://www.econbiz.de/10003968680
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What great service leaders know and do : creating breakthroughs in service firms
Heskett, James L.; Sasser, W. E.; Schlesinger, Leonard A. - 2015 - 1. ed.
Persistent link: https://www.econbiz.de/10011342488
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Putting the service-profit chain to work
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; … - In: Harvard business review : HBR 86 (2008) 7/8, pp. 118-129
Persistent link: https://www.econbiz.de/10003736022
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Lessons in the service sector
Heskett, James L. - In: Harvard business review : HBR 65 (1987) 2, pp. 118-126
Persistent link: https://www.econbiz.de/10001020945