Schlesinger, Leonard A.
Most widely held works by Leonard A Schlesinger
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value by James L Heskett ( Book )
7 editions published in 1997 in English and held by 773 libraries worldwide
Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty,
The real heroes of business-- and not a CEO among them by Bill Fromm ( Book )
2 editions published in 1993 in English and held by 666 libraries worldwide
The value profit chain : treat employees like customers and customers like employees by James L Heskett ( Book )
4 editions published in 2003 in English and held by 643 libraries worldwide
With the support of case studies and examples of companies who have adopted Value Profit Chain principles, the authors demonstrate how satisfied, loyal and productive employees produce satisfied, loyal and trusting customers who are the primary drivers of growth and profitability.
Chronicles of corporate change : management lessons from AT&T and its offspring ( Book )
2 editions published in 1987 in English and held by 614 libraries worldwide
The management game by Ardis Burst ( Book )
8 editions published between 1987 and 1990 in 3 languages and held by 496 libraries worldwide
Organization : text, cases, and readings on the management of organizational design and change by John P Kotter ( Book )
8 editions published between 1979 and 1986 in English and held by 432 libraries worldwide
Quality of work life and the supervisor by Leonard A Schlesinger ( Book )
3 editions published in 1982 in English and held by 386 libraries worldwide
Managing behavior in organizations : text, cases, readings ( Book )
5 editions published in 1983 in English and held by 259 libraries worldwide
The real heroes of business-- and not a CEO among them : world-class frontline service workers : how do you find them? Train them? Manage them? Retain them by Bill Fromm ( Book )
1 edition published in 1994 in English and held by 46 libraries worldwide
Great service employees - the waiter whose attention ensures your return to a restaurant even after a mediocre meal, the mechanic at the car dealership who's so capable that you'd never buy a car anywhere else - these people are a business's most valuable asset. Service like this is not a matter of rules, regulations, and corporate training programs, but of performance. Great service workers are artists; they bring to their work an inspiration that comes from more than a paycheck or a list of goals.
Das grosse Management-Spiel : testen Sie Ihre Fähigkeiten als Führungskraft by Ardis Burst ( Book )
3 editions published between 1987 and 1988 in German and held by 21 libraries worldwide
Saving customers with service recovery ( Visual )
2 editions published in 1994 in Undetermined and English and held by 18 libraries worldwide
Demonstrates how successful companies turn problems into opportunities by designing systems that respond to errors and problems.
People, service, success ( Visual )
1 edition published in 1993 in English and held by 17 libraries worldwide
People, service, success is two new documentary programs that take you and your managers behind the scenes at some of America's and British most innovative service providers: Taco Bell, Southwest Airlines, British Airways, and Ritz-Carlton. The program shows the management principles and techniques that connect between outstanding service and profitability.
Mobilizing people for breakthrough service ( Visual )
1 edition published in 1993 in English and held by 17 libraries worldwide
Professors Jim Heskett, Earl Sasser, and Len Schlesinger demonstrate the connection between satisfied employees and satisfied customers that leads directly to sustained profitability. Shows Southwest Airlines and ServiceMaster recruiting, training, and supporting their frontline employees.
Listening to customers ( Visual )
2 editions published in 1994 in Undetermined and English and held by 16 libraries worldwide
Illustrates the important role of listening to customers and using the information gained to improve products and services.
The Service-profit link ( Visual )
2 editions published in 1993 in Undetermined and English and held by 15 libraries worldwide
Professors Jim Heskett, Earl Sasser, and Len Schlesinger demonstrate the direct connections between superlative customer service, customer satisfaction, and sustained profitability. Shows superlative service in action at Taco Bell, Citibank, and Xerox.
Groeien door tevreden klanten : trouw personeel, goede service, blijvende klanten by James L Heskett ( Book )
1 edition published in 1997 in Dutch and held by 15 libraries worldwide
The value profit chain : treat employees like customers and customers liked [i.e. like] employees by James L Heskett ( Book )
2 editions published in 2003 in English and held by 12 libraries worldwide
Achieving breakthrough service ( Visual )
1 edition published in 1992 in English and held by 9 libraries worldwide
Provides executives with the tools to design a breakthrough service strategy and to win support for customer service initiatives throughout the organization.
Achieving breakthrough service for the frontline manager ( Visual )
1 edition published in 1992 in English and held by 8 libraries worldwide
A four step process to achieving customer loyalty and satisfaction through employee empowerment, productivity, and quality improvements.
People service success. The service profit link ( Visual )
2 editions published in 1993 in English and held by 7 libraries worldwide
The program takes viewers behind the scenes at Taco bell, Citibank, and Xerox to see how changes in corporate mind-set, organizational structure, service delivery, operating systems, and human-resource management enabled these companies to deliver superlative service.
Administrative agencies--Reorganization Airlines--Management American Telephone and Telegraph Company Armies--Organization Business planning Business--Religious aspects--Christianity Case studies Change (Psychology) Church growth Church management College discipline Communication in marketing Consumer satisfaction Customer relations Customer services Customer services--Management Decision making Employee loyalty Employees--Recruiting Employees--Training of Fast food restaurants Fast food restaurants--Management Industrial productivity Industrial relations Job satisfaction Labor productivity Management Management--Employee participation Management games Middle managers Northwestern Bell Telephone Company Oakland Athletics (Baseball team) Organizational behavior Organizational change--Management Organizational effectiveness People Express (Firm) Personnel management Problem solving Quality control Restaurant management Restaurants--Customer services Service industries--Management Supervision of employees Supervisors Supervisors, Industrial Taco Bell (Firm) Telecommunication Telephone companies Thought and thinking United States
Schlesinger, Len, 1952-
English, Old (1)