search query: @author Sasser, W. E. / total: 6
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1.
Como gestionar los servicios como si fueran productos tangibles.
Harvard-Deusto Business Review
1991 : APR-JUN, 46, p. 89-97
 1991 Reichheld, F. F.
Sasser, W. E.
2.
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.
3.
Zero defections: quality comes to services.
Harvard Business Review
1990 : SEP-OCT, VOL. 68:5, p. 105-111
 1990 Reichheld, F. F.
Sasser, W. E.
4.
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.
5.
The new product development map.
Harvard Business Review
1989 : MAY-JUN, VOL. 67:3, p. 112-125
 1989 Wheelwright, S. C.
Sasser, W. E.
6.
The incline of quality.
Harvard Business Review
1982 : SEP-OCT, VOL. 60:5, p. 163-171
 1982 Leonard, F. S.
Sasser, W. E.
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