Business & Economics Books:

The Service Profit Chain

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The Service Profit Chain by W.Earl Sasser
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$55.99 was $86.99

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Description

This is the product of research by a team of Harvard Business School authorities on service-firm management. It provides a model that managers should be able to use - with practical guidelines that have been implemented already by high-performing companies. Directly linking profit and growth not only to customer loyalty and satisfaction but to employee productivity, loyalty, and satisfaction, the authors lay out a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing faults. With in-depth case studies that demonstrate how the best companies do it, this work aims to enable managers to unlock their true potential and secure a place at the forefront of their industry.

Author Biography

James L. Heskett, is the UPS Foundation Professor of Business Logistics at the Harvard Business School. He is also co-author of Service Breakthroughs, The Service Management Course, and Corporate Culture and Performance.
Release date Australia
June 2nd, 1997
Country of Publication
United States
Illustrations
50 half page line drawings
Imprint
The Free Press
Pages
320
Dimensions
156x235x28
ISBN-13
9780684832562
Product ID
1739468

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