WorldCat Identities

Schlesinger, Leonard A.

Overview
Works: 75 works in 207 publications in 7 languages and 5,553 library holdings
Genres: Case studies 
Roles: Author, Editor, Other, Contributor
Classifications: HF5415.5, 658.812
Publication Timeline
.
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 )

17 editions published between 1997 and 2014 in 5 languages and held by 777 WorldCat member libraries worldwide

Why are a select few service firms better at what they do -- year in and year out -- than their competitors' For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. In this pathbreaking book, world-renowned Harvard Business School service firm experts 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 painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make' A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management
The real heroes of business-- and not a CEO among them by Bill Fromm( Book )

10 editions published between 1993 and 1996 in 3 languages 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
The value profit chain : treat employees like customers and customers like employees by James L Heskett( Book )

9 editions published between 2003 and 2014 in English and held by 622 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 574 WorldCat member libraries worldwide

Organization : text, cases, and readings on the management of organizational design and change by John P Kotter( Book )

14 editions published between 1979 and 1986 in English and Undetermined and held by 459 WorldCat member libraries worldwide

The management game by Ardis Burst( Book )

12 editions published between 1987 and 1989 in English and held by 438 WorldCat member libraries worldwide

Just start : take action, embrace uncertainty, create the future by Leonard A Schlesinger( Book )

10 editions published between 2012 and 2015 in English and Vietnamese and held by 401 WorldCat member libraries worldwide

Outlines a path to success based on creativity and problem solving despite the changing economic clmate and future uncertainty
Own your future : how to think like an entrepreneur and thrive in an unpredictable economy by Paul B Brown( Book )

8 editions published in 2014 in English and held by 373 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
Quality of work life and the supervisor by Leonard A Schlesinger( Book )

3 editions published in 1982 in English and held by 354 WorldCat member libraries worldwide

Managing behavior in organizations : text, cases, readings by Leonard A Schlesinger( Book )

12 editions published in 1983 in English and Undetermined and held by 257 WorldCat member libraries worldwide

Own your future how to think like an entrepreneur and thrive in an unpredictable economy by Paul B Brown( Recording )

3 editions published between 2014 and 2015 in English and held by 66 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
What great service leaders know and do : creating breakthroughs in service firms by James L Heskett( Book )

5 editions published in 2015 in English and held by 56 WorldCat member libraries worldwide

TU; V; W; Y; Z; About the Authors
The Service-profit link( Visual )

4 editions published in 1993 in English and Undetermined and held by 22 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
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

Mobilizing people for breakthrough service by James L Heskett( Visual )

4 editions published in 1993 in English and held by 20 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
What great service leaders know & do : creating breakthroughs in service firms by James L Heskett( Recording )

2 editions published in 2015 in English and held by 18 WorldCat member libraries worldwide

The service sector has grown to become 80% of the U.S. economy, yet it's poised for a revolution in personalization, big data, and complexity. The authors begin by reviewing their own foundational work, testing the durability of concepts they've helped develop, such as customer and employee value equations and the service profit chain. Then they move on to look at every aspect of optimal service leadership: the use, and misuse, of technology in delivering top-level service, and practices that can transform loyal customers into owners who will help listeners develop new services, refine existing ones, and recommend companies so enthusiastically, they essentially become marketers
El juego empresarial de la excelencia by Ardis Burst( Book )

1 edition published in 1988 in Spanish and held by 16 WorldCat member libraries worldwide

Saving customers with service recovery( Visual )

5 editions published between 1993 and 1994 in English and Undetermined and held by 16 WorldCat member libraries worldwide

Demonstrates how successful companies turn problems into opportunities by designing systems that respond to errors and problems
Listening to customers by James L Heskett( Visual )

5 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
Achieving breakthrough service( Visual )

4 editions published between 1992 and 1993 in English and held by 16 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
 
moreShow More Titles
fewerShow Fewer Titles
Audience Level
0
Audience Level
1
  Kids General Special  
Audience level: 0.35 (from 0.13 for Own your f ... to 0.90 for Das grosse ...)

The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value
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
Covers
The real heroes of business-- and not a CEO among themThe value profit chain : treat employees like customers and customers like employees