The service profit chain
- ISBN
- 0684832569
The service profit chain is a consumer satisfaction, customer services book by James L. Heskett.
About this book
Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, Satisfaction, and productivity.
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Frequently Asked Questions
What genre is The service profit chain?+
The service profit chain is a Consumer satisfaction, Customer services, Employee loyalty, Industrial productivity, Satisfaction au travail book.
What is The service profit chain about?+
Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors sho...
Who wrote The service profit chain?+
The service profit chain was written by James L. Heskett.