The service profit chain
- ISBN
- 0684832569
The service profit chain es un consumer satisfaction, customer services book de James L. Heskett.
Sobre este libro
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.
Sobre el Autor
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Preguntas Frecuentes
¿De qué género es The service profit chain?+
The service profit chain es un libro de Consumer satisfaction, Customer services, Employee loyalty, Industrial productivity, Satisfaction au travail.
¿De qué trata The service profit chain?+
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...
¿Quién escribió The service profit chain?+
The service profit chain fue escrito por James L. Heskett.