by D. Daryl Wyckoff and David H. Maister 1984
Professor Daryl Wyckoff was one of my mentors at the Harvard Business School, and we coauthored three books together. Before his untimely passing in 1985, he and I planned to write a book called “The Laws of Service.” Together, we compiled the following epigrams. Not all of them were original to us, since many were derived from case studies in the School’s Service Management course, which we taught along with (at various times) Professors W. Earl Sasser (who originated the course), James L. Heskett and Robert H. Hayes. I recently rediscovered our preliminary listing, and wanted to post it here in memory of Daryl, a wonderful teacher and a profoundly good person.
Read more at: http://davidmaister.com/articles/1/56/
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