WorldCat Identities

Schlesinger, Leonard A.

Overview
Works: 69 works in 160 publications in 5 languages and 4,944 library holdings
Genres: Case studies 
Roles: 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 )
11 editions published in 1997 in English and Undetermined and held by 783 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 )
4 editions published between 1993 and 1994 in English and held by 680 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. Professor Len Schlesinger of the Harvard Business School and Bill Fromm of the marketing firm Barkley & Evergreen reviewed hundreds of individual service performers in their nationwide search for the outstanding few who deserve to be called the real heroes of business. The authors reveal the secrets of the fourteen service heroes they found and they analyze the details and strategies that distinguish great service from good service. How can you put the best of the best ideas to work for your business? Start by throwing out the hiring rule book. Talented service providers don't necessarily look good on paper, so most hiring processes eliminate them. Heroes shows: how to find the perfect people for your business; how to create environments that sustain their great performances; what extraordinary performers add to the bottom line of business. Everyone, from CEO's to frontline workers to managers who hire and train service pros, will also learn how to make a great first impression - in person and on the telephone, design systems that provide better service in both calm and crisis, and provide the right incentives. The Real Heroes of Business will inspire you to a new standard of excellence in the kind of service you should demand and deliver
The value profit chain : treat employees like customers and customers like employees by James L Heskett ( Book )
8 editions published between 2003 and 2005 in English and Chinese and held by 625 WorldCat member 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 )
6 editions published in 1987 in English and held by 599 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 476 WorldCat member libraries worldwide
The management game by Ardis Burst ( Book )
13 editions published between 1987 and 1990 in English and German and held by 471 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 399 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 368 WorldCat member libraries worldwide
Managing behavior in organizations : text, cases, readings by Leonard A Schlesinger ( Book )
10 editions published in 1983 in English and Undetermined and held by 260 WorldCat member libraries worldwide
Zhen zheng ying xiong : fu wu ye jian bing de su zao by Bill Fromm ( Book )
2 editions published in 1995 in Chinese and held by 24 WorldCat member libraries worldwide
People, service, success ( Visual )
3 editions published in 1993 in English and held by 22 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
El juego empresarial de la excelencia by Ardis Burst ( Book )
2 editions published in 1988 in Spanish and held by 21 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
Saving customers with service recovery ( Visual )
3 editions published in 1994 in English and Undetermined and held by 17 WorldCat member libraries worldwide
Demonstrates how successful companies turn problems into opportunities by designing systems that respond to errors and problems
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
Listening to customers by James L Heskett ( Visual )
4 editions published between 1993 and 1994 in English and Undetermined and held by 16 WorldCat member libraries worldwide
Illustrates the important role of listening to customers and using the information gained to improve products and services
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
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 WorldCat member libraries worldwide
Reveals how cultivating happy, loyal, and productive employees generates satisfied, loyal, and trusting customers
Action trumps everything : creating what you want in an uncertain world by Charles F Kiefer ( Book )
1 edition published in 2010 in English and held by 11 WorldCat member libraries worldwide
Achieving breakthrough service ( Visual )
2 editions published in 1992 in English and held by 10 WorldCat member libraries worldwide
Provides executives with the tools to design a breakthrough service strategy and to win support for customer service initiatives throughout the organization
 
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Audience Level
1
  Kids General Special  
Audience level: 0.42 (from 0.07 for Zhen zheng ... to 0.84 for Achieving ...)
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 (82)
German (4)
Chinese (3)
Spanish (2)
Dutch (1)
Covers