Description: In this companion volume to Service Breakthroughs, Sasser, Hart, and Heskett present 36 in-depth case studies and ten readings which focus on "breakthrough" service providers--firms which have changed the rules of the game in their industries. Designed for classroom adoption in business schools or as a text for in-house corporate training programs on service management, this volume includes dramatic case studies, which demonstrate how the firms define their "service concept", target market segments, and view a service delivery system as an opportunity to enhance the quality of their service. This volume also includes an introduction to the Malcolm Baldridge National Quality Award competition.

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