Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the acutal experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace...

"How could General Electric-perhaps America's most iconic corporation-suffer such a swift and sudden fall from grace?"-- Since its founding in 1892, General Electric has been more than just a corporation: it was job security, a solidly safe investment, and an elite business education for top managers. GE electrified America, from lightbulbs to turbines, and became fully integrated into the American societal mindset as few companies ever had. And...

"Twenty-three authors from the global service design community invested their knowledge, experience and passion to create this ... book. It introduces service design thinking to beginners and students, and will be a valuable resource for consultants, marketers, innovators and design professionals."--Cover.

When Lara opens up a medical practice in a small town, the local oil tyrant plans to ruin her business--unless she can find the secret to destroy his empire.

"It's easy to name the companies that have dominated the stock market over the past ten years. Apple, Google, Amazon, Netflix, Facebook--these are all among the best-performing stocks over a decade or more. But here's a company that has performed just as well: HEICO. Or what about Trex? Ever heard of Casella? Or Laitram? These lesser known companies are all part of a sector known as industrial tech, and together they offer a surprisingly bright future...

"You can't touch, hear, or see your company's most important products ... So how do you sell, develop, make them grow? That's the problem with services. This "phenomenal" book, as one reviewer called it, answers that question with insights on how markets work and how prospects think. A treasury of hundreds of quick, practical, and easy-to-read strategies-few are more than a page long-Selling the Invisible will open your eyes to new ideas in this crucial...

In the fall of 1980, Genentech, Inc., a little-known California genetic engineering company, became the overnight darling of Wall Street, raising over $38 million in its initial public stock offering. Lacking marketed products or substantial profit, the firm nonetheless saw its share price escalate from $35 to $89 in the first few minutes of trading, at that point the largest gain in stock market history. Coming at a time of economic recession and...

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"WALL STREET JOURNAL reporters and authors of THE CLUB, Joshua Robinson and Jonathan Clegg tell the riveting saga of how Formula 1 broke through in America, detailing the eclectic culture of racing obsessives, glamorous settings, gearheads, engineering geniuses, dashing racers, and bitter rivalries that have made F1 the world's fastest growing sport. For decades in America, car racing meant NASCAR, and to a lesser extent IndyCar, with Formula 1-the...

Ariel Ezrachi and Maurice E. Stucke explain why this is happening and what we can do to reverse it. While many distrust the Big-Tech Barons, the prevailing belief is that innovation is thriving online. It isn't. Rather than disruptive innovations that create significant value, we are getting technologies that primarily extract value and reduce well-being. Using vivid examples and relying on their work in the field, the authors explain how the leading...