Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
by James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger
Service Profit Chain examines how loyalty, satisfaction, and value are connected to profit and growth. Written by James L. Heskett, W. Earl Sasser, and Leonard A. Schlesinger, it offers a business-focused framework for understanding the relationship between service performance and organizational success.
About This Book
Service Profit Chain explores the relationship between customer loyalty, satisfaction, value, profit, and business growth.
James L. Heskett, W. Earl Sasser, and Leonard A. Schlesinger present a business framework centered on the connections between service and financial performance.
The book is relevant to readers interested in management, marketing, customer experience, and organizational strategy.
Its central focus is understanding how leading companies link the quality of their service relationships with lasting business results.
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