Service breakthroughs: Changing the rules of the game, by James L. Heskett, W. Earl sasser Jr., and Christopher W. L. Hart, New York: The Free Press, 1990

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Human Resource ManagementVolume 33, Issue 1 p. 169-172 Book Review Service breakthroughs: Changing the rules of the game, by James L. Heskett, W. Earl sasser Jr., and Christopher W. L. Hart, New York: The Free Press, 1990 David E. Bowen, David E. Bowen David E. Bowen is Associate Professor of Management, Business Programs, at Arizona State University West. He received his Ph.D. from Michigan State University. His research, consulting, and executive education interests include: (1) managing organization culture and human resource issues in services with a special emphasis on employee empowerment, (2) managing customer involvement in co-producing services, and (3) creating customer-focused corporate staffs. His articles have appeared in numerous journals. He has edited three service books, Service Management Effectiveness (Jossey-Bass, 1990), Advances in Services Marketing and Management, I & II, (JAI Press, 1992 and 1993), and is now writing a book with Benjamin Schneider on managing the service organization culture. He serves on the editorial review boards of the Academy of Management Review and Human Resource Management, and the International Journal of Service Industry Management.Search for more papers by this author David E. Bowen, David E. Bowen David E. Bowen is Associate Professor of Management, Business Programs, at Arizona State University West. He received his Ph.D. from Michigan State University. His research, consulting, and executive education interests include: (1) managing organization culture and human resource issues in services with a special emphasis on employee empowerment, (2) managing customer involvement in co-producing services, and (3) creating customer-focused corporate staffs. His articles have appeared in numerous journals. He has edited three service books, Service Management Effectiveness (Jossey-Bass, 1990), Advances in Services Marketing and Management, I & II, (JAI Press, 1992 and 1993), and is now writing a book with Benjamin Schneider on managing the service organization culture. He serves on the editorial review boards of the Academy of Management Review and Human Resource Management, and the International Journal of Service Industry Management.Search for more papers by this author First published: Spring 1994 https://doi.org/10.1002/hrm.3930330110Citations: 1 AboutPDF ToolsRequest permissionExport citationAdd to favoritesTrack citation ShareShare Give accessShare full text accessShare full-text accessPlease review our Terms and Conditions of Use and check box below to share full-text version of article.I have read and accept the Wiley Online Library Terms and Conditions of UseShareable LinkUse the link below to share a full-text version of this article with your friends and colleagues. Learn more.Copy URL Share a linkShare onFacebookTwitterLinked InRedditWechat Citing Literature Volume33, Issue1Spring 1994Pages 169-172 RelatedInformation