Sources for Focusing on Your Customer
The following sources aided in development of this book:
Duran, Nicole. “Airlines Change to Better Service.” South Bend Tribune, October 14, 1999.
———. “United Airlines Dumps Feeder for Air Wisconsin.” South Bend Tribune, November 18, 1999.
Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser Jr., and Leonard A. Schlesinger. “Putting the Service-Profit Chain to Work.” Harvard Business Review, March–April 1994.
Heskett, James L., and Jeffrey Rayport. “Breakthrough Service Management.” An Interactive Internet Course. Module 3: Building Loyalty. San Francisco: Pensare, and Boston: Harvard Business School Publishing, 1999.
Heskett, James L., W. Earl Sasser Jr., and Leonard A. Schlesinger. The Service-Profit ...
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