| 1 | ![Chapter 1 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 1 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | B Major | 1B | 83 |
| 2 | ![Chapter 2 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 2 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 3 | ![Chapter 75 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 75 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | D♭ Minor | 12A | 112 |
| 3 | ![Chapter 3 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 3 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 4 | ![Chapter 4 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 4 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 5 | ![Chapter 5 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 5 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 6 | ![Chapter 6 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 6 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 7 | ![Chapter 79 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 79 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | D Minor | 7A | 127 |
| 7 | ![Chapter 7 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 7 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 8 | ![Chapter 8 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 8 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 9 | ![Chapter 9 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 9 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 9 | ![Chapter 81 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 81 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | B Major | 1B | 122 |
| 10 | ![Chapter 10 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 10 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 11 | ![Chapter 83 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 83 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | D♭ Minor | 12A | 112 |
| 11 | ![Chapter 11 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 11 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 12 | ![Chapter 12 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 12 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 13 | ![Chapter 13 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 13 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 14 | ![Chapter 86 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 86 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | E Major | 12B | 85 |
| 14 | ![Chapter 14 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 14 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 15 | ![Chapter 87 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 87 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | D♭ Minor | 12A | 112 |
| 15 | ![Chapter 15 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 15 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 16 | ![Chapter 16 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 16 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 16 | ![Chapter 88 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 88 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | B Major | 1B | 122 |
| 17 | ![Chapter 17 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 17 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 18 | ![Chapter 18 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 18 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 19 | ![Chapter 19 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 19 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 20 | ![Chapter 20 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 20 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 20 | ![Chapter 92 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 92 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | B♭ Major | 6B | 91 |
| 21 | ![Chapter 93 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 93 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | E Major | 12B | 89 |
| 21 | ![Chapter 21 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 21 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 22 | ![Chapter 22 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 22 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 23 | ![Chapter 23 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 23 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 23 | ![Chapter 95 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 95 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | E Major | 12B | 85 |
| 24 | ![Chapter 24 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 24 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 25 | ![Chapter 25 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 25 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 26 | ![Chapter 26 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 26 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 26 | ![Chapter 98 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 98 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | D Minor | 7A | 127 |
| 27 | ![Chapter 27 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 27 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 28 | ![Chapter 28 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 28 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 29 | ![Chapter 29 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 29 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 30 | ![Chapter 30 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 30 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 31 | ![Chapter 31 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 31 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 32 | ![Chapter 104 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 104 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | E Major | 12B | 64 |
| 32 | ![Chapter 32 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 32 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 33 | ![Chapter 33 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 33 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 34 | ![Chapter 34 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 34 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 35 | ![Chapter 35 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 35 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 35 | ![Chapter 107 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 107 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 83 |
| 36 | ![Chapter 36 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 36 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 37 | ![Chapter 37 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 37 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 38 | ![Chapter 38 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 38 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 39 | ![Chapter 111 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 111 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | D♭ Minor | 12A | 112 |
| 39 | ![Chapter 39 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 39 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 40 | ![Chapter 40 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 40 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 41 | ![Chapter 41 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 41 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 42 | ![Chapter 42 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 42 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 43 | ![Chapter 43 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 43 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 43 | ![Chapter 115 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 115 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 83 |
| 44 | ![Chapter 44 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 44 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 45 | ![Chapter 45 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 45 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 46 | ![Chapter 46 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 46 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 47 | ![Chapter 47 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 47 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 48 | ![Chapter 48 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 48 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 49 | ![Chapter 121 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 121 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 137 |
| 49 | ![Chapter 49 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 49 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 50 | ![Chapter 122 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 122 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | E Major | 12B | 64 |
| 50 | ![Chapter 50 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 50 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A Major | 11B | 85 |
| 51 | ![Chapter 123 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 123 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | B♭ Major | 6B | 91 |
| 52 | ![Chapter 124 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 124 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | B Major | 1B | 122 |
| 56 | ![Chapter 56 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 56 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | D♭ Minor | 12A | 112 |
| 59 | ![Chapter 131 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 131 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | B Major | 1B | 122 |
| 59 | ![Chapter 59 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 59 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | E Major | 12B | 64 |
| 60 | ![Chapter 132 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 132 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | A♭ Minor | 1A | 125 |
| 67 | ![Chapter 67 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 67 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | E Major | 12B | 64 |
| 69 | ![Chapter 141 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 141 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | E Major | 12B | 64 |
| 72 | ![Chapter 144 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd]() | Chapter 144 - What Great Service Leaders Know and Do - Creating Breakthroughs in Service Firms | James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger, Wayne Shepherd | B Major | 1B | 122 |