BOOKS by W. Earl Sasser, Jr.

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1	The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value more books like this by James L Heskett, James L Herskett, Earl W Sasser, Jr. This is the product of research by a team of Harvard Business School authorities on service-firm management. It provides a model that managers should be able to use - with practical guidelines that have been implemented already by high-performing companies. Directly linking profit and growth not only to customer loyalty and satisfaction but to ... see all copies from $1.99! new only from $1.99! \| first editions \| SVS
2	The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees more books like this by James L Heskett, W Earl Sasser, Jr., Leonard A Schlesinger From the authors of THE SERVICE PROFIT CHAIN comes the culmination of twenty-eight years of groundbreaking research - a revolutionary framework that will enable any company to achieve superior profit and growth. Drawing on research at the Harvard Business School dating back to 1974, Heskett, Sasser, and Schlesinger demonstrate how any company - ... see all copies from $1.99! new only from $19.26! \| SVS
3	Service Breakthroughs: Changing the Rules of the Game more books like this by James L Heskett, W Earl Sasser, Jr., Christopher W L Hart What do Citicorp, UPS, and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently exceeding customer needs and expectations, thus forcing their competitors to either adapt or fail. With detailed case studies of Nordstrom, American Airlines, ... see all copies from $1.99! new only from $2.39! \| signed copies \| first editions
4	The Service Management Course: Cases and Readings more books like this by Earl W. Sasser, W. Earl Sasser, Jr., James L. Heskett A companion to "Service Breakthroughs: Changing the Rules of the Game", this book provides 35 case studies and eight readings which illustrate how firms have managed to alter the shape of various areas of business. see all copies from $1.99! new only from $11.40! \| first editions
5	Management of Service Operations: Text, Cases, and Readings more books like this by W Earl Sasser, Jr. see all copies from $15.10!
6	Cases in Operations Management: Analysis and Action more books like this by W Earl Sasser, Jr. see all copies from $1.99! first editions
7	The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage more books like this by James L Heskett, W Earl Sasser, Jr., Joe Wheeler, Ph.D. Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. see all copies from $21.32! new only from $21.32! \| SVS

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