More Praise for What Great Service Leaders Know and Do

"The ideas of Heskett, Sasser, and Schlesinger have the power to positively transform the strategy and the culture of your company. I have seen this happen repeatedly and in so many different cultural contexts. The world owes much to this trio of authors: their ideas are the seeds of a better socioeconomic world in which business and customers serve each other in enlightened ways."

—Luis Huete, Professor of Production, Technology and Operations Management, IESE Business School, Spain

"Nothing gets our juices flowing more than the topic of good and bad service. In this compelling read, Heskett, Sasser, and Schlesinger make an inspiring case for how the truly extraordinary experiences of the 21st century will come out of a new kind of leadership."

—Diane Hessan, CEO, Startup Institute

"A gem of a book that beautifully captures the collective, evidence-based wisdom of three of our best thinkers in service management."

—Leonard Berry, author of Discovering the Soul of Service and Management Lessons from Mayo Clinic and University Distinguished Professor and Regents Professor, Texas A&M University

"This book brings together the perspectives of customers, employees, and investors to deliver an outstanding practical guide to service delivery excellence. In times where service organizations like ours must take advantage of ever-faster technological change, this book provides a clear pathway back to the core of why we exist: our customers."

—Solmaz Altin, CEO, Allianz Turkey

"Based solidly in research, a wealth of concrete examples, and an insightful view toward the future, What Great Service Leaders Know and Do provides a rare combination of foundational knowledge and insightful advice for aspiring and established service leaders."

—Mary Jo Bitner, Professor, Edward M. Carson Chair in Service Marketing, and Executive Director, Center for Services Leadership, Arizona State University, and Editor, Journal of Service Research

"Heskett, Sasser, and Schlesinger are showing us the way ahead in service management and leadership. The discussion in What Great Service Leaders Know and Do provides cutting-edge thinking and practice on service leadership. More importantly, it gives service leaders the opportunity to realize what they don't know yet and how to face the challenges of service businesses in the years to come."

—Javier Francisco Reynoso, Professor, EGADE Business School, Tecnológico de Monterrey, Mexico

"Heskett, Sasser, and Schlesinger, pioneers in service management wisdom since the late '70s, now chart the path to the design and delivery of winning services in the future. Great service leaders will be those who can score a 'service trifecta' in which customers, employees, and investors all win."

—David E. Bowen, PhD, G. Robert and Katherine Herberger Chair in Global Management, Thunderbird School of Global Management, Arizona State University

"This book is an important read for all service leaders but a must-read for leaders who want to guide their companies through the changing landscape of what great service means. The authors provide practical and pragmatic data-driven advice on how to lead in the rapidly changing service economy."

—Pattye Moore, Chair of the Board, Red Robin Gourmet Burgers

"What Great Service Leaders Know and Do captures a fantastic wealth of experience and practical insights on building and sustaining world-class organizations that serve their employees, the customers they serve, and the investors who fund them. Peppered with current examples of well-cooked service wisdom on successes and failures, this is an excellent manual with all the necessary ingredients you need to work with to face the challenge of delivering world-class service in a sustainable and profitable way."

—Ronan O'Farrell, Chief Executive, Timoney Leadership Institute, Ireland