Faculty Books

W. Earl Sasser

with Christopher H. Lovelock, John Deighton, James L. Heskett, Narakesari Narayandas
Services marketing: people, technology, strategy (4th ed.)
Upper Saddle River, NJ: Prentice Hall, c2001.
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The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and Value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.
New York: Free Press, c1997.
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"Why satisfied customers defect." with T.O. Jones In The quest for loyalty: creating value through partnership / edited with an introduction by Frederick F. Reichheld
Boston, MA: Harvard Business School Press, c1996
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"Zero defections: quality comes to services." with F.F. Reichheld In The quest for loyalty: creating value through partnership / edited with an introduction by Frederick F. Reichheld
Boston, MA: Harvard Business School Press, c1996
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Service breakthroughs: changing the rules of the game / James L. Heskett, W. Earl Sasser, Jr., Christopher, W.L. Hart.
New York: Free Press; Toronto: Collier Macmillan, c1990.
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The service management course: cases and readings / W. Earl Sasser, Jr., Christopher, W.L. Hart, James L. Heskett.
New York: Free Press; Toronto: Collier Macmillan, c1990.
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