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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
from£21.48 | RRP: * Excludes Voucher Code Discount Also available Used from £3.25
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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...
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Pickabook
James L. Heskett, W. Earl Sasser Jnr, Leonard A. Schlesinger
- 0684832569
- 9780684832562
- James L. Heskett, W. Earl Sasser Jnr, Leonard A. Schlesinger
- 2 June 1997
- Simon & Schuster
- Hardcover (Book)
- 320
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