search query: @author Hart, C. W. L. / total: 7
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3.
Errores en el servicio, pero clientes encantados. Como lograrlo?
Harvard-Deusto Business Review
1991 : JAN-MAR, 45, p. 23-34
 1991 Hart, C. W. L.
Heskett, J. L.
Sasser, E.
4.
The profitable art of service recovery (Dienstleistungsbetriebe)
Harvard Business Review
1990 : JUL-AUG, VOL. 13C - 68:4, p. 148-156
 1990 Hart, C. W. L.
Heskett, J. L.
Sasser, W. E.
5.
The profitable art of service recovery.
Harvard Business Review
1990 : JUL-AUG, VOL. 68:4, p. 148-156
 1990 Hart, C. W. L.
Heskett, J. L.
Sasser, W. E.
6.
El poder de la garantia incondicional de los servicios.
Harvard-Deusto Business Review
1989 : JAN-MAR, 37, p. 7-18
 1989 Hart, C. W. L.
7.
The power of unconditional service guarantees.
Harvard Business Review
1988 : JUL-AUG, VOL. 66:4, p. 54-62
 1988 Hart, C. W. L.
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