(Download free ebook) Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value
• W. Earl Sasser, Leonard A. Schlesinger, James L. Heskett •
#720168 in eBooks 1997-04-10 1997-04-10File Name: B0031OQ0QU
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain.Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research... [PDF.lc61] Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value Rating: 4.59 (671 Votes)
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