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The value profit chain : treat employees like customers and customers like employees

Author: James L Heskett; W Earl Sasser; Leonard A Schlesinger
Publisher: New York : Free Press, 2003.
Edition/Format:   Book : EnglishView all editions and formats
Database:WorldCat
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Publisher Description (unedited publisher data) James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold assertion is the  Read more...
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: James L Heskett; W Earl Sasser; Leonard A Schlesinger
ISBN: 0743225694 9780743225694
OCLC Number: 50155807
Description: xxii, 377 p. : ill. ; 24 cm.
Contents: Part I Achieving Value-Centered Change 1 --
Part II Getting Management's Attention 51 --
Part III Engineering Value Profit Change 109 --
Part IV Cementing the Gains 223 --
Appendix A Compendium of Value Profit Chain Research 301 --
Appendix B The Value Profit Chain Audit 318 --
Appendix C Calculating the Lifetime Value of a Customer 338.
Responsibility: James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger.
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From the authors of THE SERVICE PROFIT CHAIN comes the culmination of twenty-eight years of groundbreaking research - a revolutionary framework that w  Read more...

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Pete Blackshaw Founder and Chief Marketing and Customer Satisfaction Officer, PlanetFeedback, a Division of Intelliseek A refreshing and enlightening detour from the usual media focus on dumb things Read more...

 
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