The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
by James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger
The Value Profit Chain presents a business perspective centered on the connection between employees, customers, and profitability. By challenging conventional boundaries between internal and external relationships, James L. Heskett, W. Earl Sasser, and Leonard A. Schlesinger offer a framework for thinking about value creation, service, and management.
About This Book
The Value Profit Chain examines the relationship between employees, customers, and business performance.
Its central idea is that organizations can create value by treating employees like customers and customers like employees.
The book presents a business-focused perspective on how internal and external relationships connect to profitability.
Written by James L. Heskett, W. Earl Sasser, and Leonard A. Schlesinger, it is suited to readers interested in management, service, and organizational performance.
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