The Service Profit Chain
How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
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New
English
Expected delivery time 14-30 days
Book information
Free Press
USA
1997
Hardcover
301
Heavy
299551
978-0-684-83256-2
0-684-83256-9
Customer services.
Annotation
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.
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