W Earl Sasser

What Great Service Leaders Know And Do

The Value Profit Chain

Harvard L'expansion N° 28 Du 01/04/1983 - Articles De C. Y. Woo Et A. C. Cooper - Th. Hout - M. E. Porter Et E. Rudden - Sh. Zuboff - F. S. Leonard Et W. Earl Sasser - J. P. Kotter - P.G. Gueguen - A. N. Turner - Bela Gold - A. Kuritsky - E....

Cases In Operations Management: Analysis And Action

The Ownership Quotient

What Great Service Leaders Know And Do

The Service Profit Chain