What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

“Heskett, Sasser, and Schlesinger have powerfully impacted our business vis-à-vis their body of work over the years. Drawing on their three lifetimes of academic and operating experience, this newest book, which demonstrates the methods leaders use to design and deliver great service, will continue in that tradition and our business will be even greater for it.”
—John Wren, President and CEO, Omnicom Group

“There is literally no one with better insight into how to run a service business than this trio of Harvard Business School professors, Sasser, Heskett, and Schlesinger. Small business owners of service operations should pay special attention as their tips and perspectives can go a long way to increasing business success and growth.”
—Karen G. Mills, former Administrator, US Small Business Administration

“Enthusiastic, empowered employees delivering memorable service to increasingly loyal guests is a self-reinforcing cycle of success for all of an organization’s constituents. The concepts put forth in this book are the basis of sustained competitive advantage and superior financial performance that survives episodic weakness in product quality or market growth. Indeed, they formed the basis of what took Caesars Entertainment from \(14 a share and 14,000 employees to \)90 a share and 90,000 employees in ten years.”
—Gary Loveman, Chairman, Caesars Entertainment and Caesars Entertainment Operating Company

“Breakthrough service has to be both designed and delivered. But how does it actually get done? Heskett, Sasser, and Schlesinger provide the answers that all of us are looking for.”
—Helena B. Foulkes, President, CVS/pharmacy, and Executive Vice President, CVS Health

“What Great Service Leaders Know and Do is a terrific how-to manual for every business leader.”
—Leslie H. Wexner, Chairman and CEO, L Brands (formerly Limited Brands)

“This comprehensive book proves that leadership is ultimately all about execution, based on sound thinking and knowledge of what needs to be done. It also reinforces the need for integrity between thought, word, and actions.”
—Suneeta Reddy, Managing Director, Apollo Hospitals Enterprise Limited, Chennai, India

James L. Heskett is UPS Foundation Professor of Business Logistics, Emeritus, at Harvard Business School. Among other honors he was awarded the 2010 Distinguished Career Contribution Award in Services Management by the American Marketing Association.W. Earl Sasser, Jr., is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. Sasser developed the school’s first course on the management of service operations in 1972.Leonard A. Schlesinger returned to Harvard Business School as a Baker Foundation Professor of Business Administration in July 2013 after concluding a five-year term as the twelfth president of Babson College.

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