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http://worldcat.org/entity/work/id/39990340

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

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  • "How leading companies link profit and growth to loyalty, satisfaction, and value"

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  • "Satisfaction, and productivity."
  • "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,"

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  • "The Service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value"
  • "Groeien door tevreden klanten : trouw personeel, goede service, blijvende klanten"
  • "The service profit chain : how leading companies link profit and growth to loyalty, satisfaction and value"
  • "The service profit chain how leading companies link profit and growth to loyalty, satisfaction, and value"@en
  • "The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value"

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