Leonard A. Schlesinger

Statistics

Publications

Citations

9.2K

H-Index

Active since

1979

Affiliations

Pain Management Institute(Current)

Leonard A. Schlesinger is an author at Pain Management Institute specializing in management, organizational behavior, and customer service management.

Publications per year

1979–2009

Publications

Putting the Service-Profit Chain to Work

James L. Heskett, Thomas O. Jones, Gary W. Loveman et al. · Harvard business review · 1994 · 3.6K citations

Management, Strategic Management, Service Operations +10

Customer Experience Creation: Determinants, Dynamics and Management Strategies

Peter C. Verhoef, Katherine N. Lemon, A. Parasuraman et al. · Journal of Retailing · 2009 · 3K citations

Business, Marketing, Marketing Management +13

Choosing Strategies for Change

John P. Kotter, Leonard A. Schlesinger · 1989 · 1.4K citations

Management, Change Management, Organizational Behavior +12

Breaking the Cycle of Failure in Services

Leonard A. Schlesinger, James L. Heskett · Journal of neurosurgery · 1991 · 363 citations

Business, Systems Engineering, Fault Tolerance +9

Internal Service Quality, Customer and Job Satisfaction: Linkages and Implications for Managers

Roger H. Hallowell, Leonard A. Schlesinger, Jeffrey Zornitsky · Human Resource Planning · 1996 · 261 citations

Management, Marketing Management, Organizational Behavior +14

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