Professor Earl Sasser

Earl Sasser has been at the Harvard Business School since 1969, after completing his PhD in economics at Duke University. He also acts as a consultant to a number of companies in North America, Asia and Europe. Earl Sasser specialises in the field of service management and has co-authored several books, including Service Breakthroughs: Changing the Rules of the Game, following five years of research in fourteen service industries. His new book (co-authored with James Heskett and Joe Wheeler), The Science of Delight, will be published in autumn 2007.