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The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value

Author: James L Heskett; W Earl Sasser; Leonard A Schlesinger
Publisher: New York : Free Press, ©1997.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
Summary:
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
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Additional Physical Format: Online version:
Heskett, James L.
Service profit chain.
New York : Free Press, ©1997
(OCoLC)647662925
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: James L Heskett; W Earl Sasser; Leonard A Schlesinger
ISBN: 0684832569 9780684832562
OCLC Number: 35750450
Description: xvii, 301 pages : illustrations ; 25 cm
Contents: 1. Setting the Record Straight --
2. Capitalizing on the Serice Profit Chain --
3. Managing by the Customer Value Equation --
4. Rethinking Marketing: Building Customer Loyalty --
5. Attaining Total Customer Satisfaction: Not Whether but When --
6. Managing the Customer-Employee "Satisfaction Mirror" --
7. Building a Cycle of Capability --
8. Developing Processes That Deliver Value --
9. Designing Service Delivery Systems That Drive Quality, Productivity, and Value --
10. Attaining Total Customer Satisfaction: Doing Things Right the Second Time --
11. Measuring for Effective Management --
12. Reengineering the Service Organization for Capability: Gains and Pains --
13. Leading and Living Service Profit Chain Management --
14. Auditing Service Profit Chain Management Success.
Responsibility: James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.
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Abstract:

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  Read more...

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Herbert D. Kelleher Chairman, President and CEO of Southwest Airlines Co. I am very angry with Jim Heskett, Earl Sasser and Len Schlesinger because I am deathly afraid that our competitors will read Read more...

 
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