Service Profit Chain
Edición de la obra The service profit chain
| Autor | Sasser, W. Earl, Jr., Leonard A. Schlesinger, James L. Heskett |
|---|---|
| Editorial | Simon & Schuster, Limited |
| Fecha de publicación | 1997 |
| Idioma | inglés |
| ISBN-13 | 9781439108307 |
| Número de Cutter | S252s |
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.