SERVICE BREAKTHROUGHS : CHANGING THE RULES OF THE GAME

Rating:
Summary: A very thorough view on sevice excellency
Review: This is one of the first books that discuss the client-side of businesses. When this book was published, very few authors had thought of addressing this topic, and Heskett, Sasser and Hart did an excellent job in their analysis of the service industries. The market for banks, hotels, airlines and other service providers has changed dramatically in the last ten years, and the authors show what the leaders in each of these markets did to keep their customers coming back. They show that the main goal of the corporation is to 'achieve goals for the customers', not only perform services day in and day out. I have read many other books on this same subject after this one, but none with such wit and brilliance.