Service Breakthroughs

Synopsis of Service Breakthroughs

«Service Breakthroughs» is the business management essay by James L. Heskett, W. Earl Sasser and Christopher W. L. Hart, in hardback (306 pages).

Based on five years of research across fourteen service industries, the book shows how one or two companies in each sector set quality and value standards that force competitors to adapt or fail. It describes the self-reinforcing service cycle and analyses cases such as American Airlines, Federal Express and McDonald's.

The full title is «Service Breakthroughs: Changing the Rules of the Game». The work is published in English by The Free Press in 1990 and includes bibliography and index.

Reference work for managers and professionals in service companies, focused on quality management and customer relations.