The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value Book + PRICE WATCH * Amazon pricing is not included in price watch

The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value Book

This work provides a model that service-firm managers should be able to implement. It directly links profit and growth to employee productivity, loyalty and satisfaction, and the authors lay out a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing faults.Read More

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  • Blackwell

    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...

  • Pickabook

    James L. Heskett, W. Earl Sasser Jnr, Leonard A. Schlesinger

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