The service profit chain
- ISBN
- 0684832569
The service profit chain est un consumer satisfaction, customer services book de James L. Heskett.
À propos de ce livre
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.
À propos de l'auteur
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Quel est le genre de The service profit chain ?+
The service profit chain est un livre de Consumer satisfaction, Customer services, Employee loyalty, Industrial productivity, Satisfaction au travail.
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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...
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The service profit chain a été écrit par James L. Heskett.