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What Great Service Leaders Know and Do by Leonard A. Schlesinger, W. Earl Sasser, James L. Heskett

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CHAPTER 3Designing Operating Strategies That Support the Service Vision

What great service leaders know: the best service operating strategies don’t require trade-offs.

What great service leaders do: they foster both/and thinking in designing winning operating strategies.

One or two companies in an industry produce off-the-chart performance while changing the rules of the game by which competition occurs around the world. Each of these organizations exhibits a well-thought-out strategic service vision. You know these breakthrough service organizations when you see them, hear what their leaders have to say, and watch them act out their beliefs.1 While they are not necessarily the largest in their respective industries, they do share a few things ...

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