WorldCat Identities

Schlesinger, Leonard A.

Overview
Works: 74 works in 177 publications in 5 languages and 5,239 library holdings
Genres: Case studies 
Roles: Author, Editor
Classifications: HF5415.5, 658.812
Publication Timeline
Key
Publications about  Leonard A Schlesinger Publications about Leonard A Schlesinger
Publications by  Leonard A Schlesinger Publications by Leonard A Schlesinger
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 )
12 editions published in 1997 in English and Undetermined and held by 765 WorldCat member 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 )
7 editions published between 1993 and 1994 in English and held by 667 WorldCat member 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
The value profit chain : treat employees like customers and customers like employees by James L Heskett ( Book )
10 editions published between 2003 and 2014 in English and held by 625 WorldCat member libraries worldwide
Publisher Description (unedited publisher data) James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold assertion is the authors' indisputable conclusion supported by thirty-one years of groundbreaking research: today's employee satisfaction, loyalty, and commitment strongly influences tomorrow's customer satisfaction, loyalty, and commitment and ultimately the organization's profit and growth -- a quantifiable set of associations the authors call the value profit chain. In what may be the most far-reaching study ever undertaken of the strategic importance of the employee-customer relationship, Heskett, Sasser, and Schlesinger offer profound new insights into the life-long value of both employees and customers and the increasingly important concept of employee-relationship management. Readers will discover how organizations as diverse as aluminum maker Alcoa, travel agency Rosenbluth International, and the Willow Creek Community Church treat employees like customers (in the case of Willow Creek, volunteers as well). Conversely, the authors show how advertising agency Merkley Newman Harty and financial services provider ING Direct treat customers like employees, pursuing the ones they want most. At the Vanguard Group, Cisco Systems, and Southwest Airlines, both practices are common. The authors explain how these organizations and many others -- whether large or small, public or private, or not-for-profit -- achieve profitability and growth or the equivalent by leveraging results and process quality to deliver differentiated products and services at the lowest cost. Timely, essential, and important reading, The Value Profit Chain should be readily accessible on the desk of every forward-thinking manager
Chronicles of corporate change : management lessons from AT & T and its offspring ( Book )
3 editions published in 1987 in English and held by 586 WorldCat member libraries worldwide
Organization : text, cases, and readings on the management of organizational design and change by John P Kotter ( Book )
9 editions published between 1979 and 1986 in English and Undetermined and held by 464 WorldCat member libraries worldwide
The management game by Ardis Burst ( Book )
10 editions published between 1987 and 1989 in English and held by 443 WorldCat member libraries worldwide
Just start : take action, embrace uncertainty, create the future by Leonard A Schlesinger ( Book )
8 editions published in 2012 in English and held by 409 WorldCat member libraries worldwide
Outlines a path to success based on creativity and problem solving despite the changing economic clmate and future uncertainty
Quality of work life and the supervisor by Leonard A Schlesinger ( Book )
3 editions published in 1982 in English and held by 364 WorldCat member libraries worldwide
Own your future : how to think like an entrepreneur and thrive in an unpredictable economy by Paul B Brown ( Book )
4 editions published in 2014 in English and held by 341 WorldCat member libraries worldwide
This book helps you apply the simple model used by successful serial entrepreneurs--Act, Learn, Build, Repeat--to reinvent the way you maneuver in an unpredictable job market
Managing behavior in organizations : text, cases, readings by Leonard A Schlesinger ( Book )
11 editions published in 1983 in English and Undetermined and held by 259 WorldCat member libraries worldwide
Zhen zheng ying xiong : fu wu ye jian bing de su zao by Bill Fromm ( Book )
3 editions published between 1995 and 1996 in Chinese and held by 25 WorldCat member libraries worldwide
Das grosse Management-Spiel : testen Sie Ihre Fähigkeiten als Führungskraft! by Ardis Burst ( Book )
4 editions published between 1987 and 1990 in German and held by 22 WorldCat member libraries worldwide
El juego empresarial de la excelencia by Ardis Burst ( Book )
2 editions published in 1988 in Spanish and held by 19 WorldCat member libraries worldwide
Mobilizing people for breakthrough service by James L Heskett ( Visual )
3 editions published in 1993 in English and held by 17 WorldCat member 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
People, service, success ( Visual )
2 editions published in 1993 in English and held by 16 WorldCat member 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
The Service-profit link ( Visual )
3 editions published in 1993 in English and Undetermined and held by 16 WorldCat member 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 WorldCat member libraries worldwide
Listening to customers by James L Heskett ( Visual )
4 editions published between 1993 and 1994 in English and Undetermined and held by 14 WorldCat member libraries worldwide
Illustrates the important role of listening to customers and using the information gained to improve products and services
Saving customers with service recovery ( Visual )
3 editions published in 1994 in English and Undetermined and held by 14 WorldCat member libraries worldwide
Demonstrates how successful companies turn problems into opportunities by designing systems that respond to errors and problems
Action trumps everything : creating what you want in an uncertain world by Charles F Kiefer ( Book )
2 editions published in 2010 in English and held by 13 WorldCat member libraries worldwide
 
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Audience Level
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  Kids General Special  
Audience level: 0.41 (from 0.07 for Zhen zheng ... to 0.90 for People, se ...)
Alternative Names
Schlesinger, Len
Schlesinger, Len 1952-
Schlesinger, Leonard A.
Sclesinger, Len.
シュレシンジャー, レオナード・A
Languages
English (88)
German (4)
Chinese (3)
Spanish (2)
Dutch (1)
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