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 meeting or exceeding...

James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider...

In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing...