Publications

A prolific author and internationally known speaker, Dr. Hart has written six books, including the definitive Extraordinary Guarantees: A New Way to Build Quality Throughout Your Company and Ensure Satisfaction for Your Customers. An award-winning book, Amazon.com's readers give it a five star rating.

His best-selling Service Breakthroughs: Changing the Rules of the Game,currently printed in ten languages, was a cooperative effort with former Harvard colleagues James Heskett and W. Earl Sasser, Jr.

In addition, he has written more than 50 articles for academic, management, and popular publications, on topics ranging from strategy to branding to operations.

Dr. Hart has received awards for his research and writing, including a McKinsey Article of the Year Award from Harvard Business Review.

Currently, he is working on a new book, Service Entropy: An Untapped Source of Profit which focuses on his latest research about how to create and sustain world-class service-production capability.

Click here for the complete list of Dr. Hart's publications.

Click here to see a listing of Dr. Hart's publications available for purchase at Amazon.com.