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Publications
Publications
  • July–August 1990
  • Article
  • Harvard Business Review

The Profitable Art of Service Recovery

By: C. Hart, J. Heskett and W. Earl Sasser
  • Format:Print
  • | Pages:9
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Keywords

Profit

Citation

Hart, C., J. Heskett, and W. Earl Sasser. "The Profitable Art of Service Recovery." Harvard Business Review 68, no. 4 (July–August 1990): 148–156.
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About The Authors

James L. Heskett

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W. Earl Sasser

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More from the Authors
  • Win from Within: Build Organizational Culture for Competitive Advantage By: James Heskett
  • Montes Calcados: A Step Ahead, Spreadsheet for Instructors (Brief Case) By: James L. Heskett and James T. Kindley
  • Montes Calcados: A Step Ahead, Spreadsheet for Students (Brief Case) By: James L. Heskett and James T. Kindley
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