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The Service Profit Chain
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The Service Profit Chain Hardcover - 1997

by Heskett, James L.; Sasser, W. Earl; Schlesinger, Leonard A

  • New
  • Hardcover

Directly linking profit and growth not only to customer loyalty and satisfaction but to employee productivity, the authors present a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing results. In-depth case examples demonstrate how the best companies have managed in this regard. 50 line drawings.

Description

Free Press, 1997-04-10. Hardcover. New. New. In shrink wrap. Looks like an interesting title!
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Details

  • Title The Service Profit Chain
  • Author Heskett, James L.; Sasser, W. Earl; Schlesinger, Leonard A
  • Binding Hardcover
  • Edition First Edition
  • Condition New
  • Pages 320
  • Volumes 1
  • Language ENG
  • Publisher Free Press, Old Tappan, New Jersey, U.S.A.
  • Date 1997-04-10
  • Illustrated Yes
  • Features Bibliography, Illustrated, Index
  • Bookseller's Inventory # Q-0684832569
  • ISBN 9780684832562 / 0684832569
  • Weight 1.08 lbs (0.49 kg)
  • Dimensions 9.48 x 6.48 x 1.17 in (24.08 x 16.46 x 2.97 cm)
  • Library of Congress subjects Customer services, Industrial productivity
  • Library of Congress Catalog Number 96044611
  • Dewey Decimal Code 658.812

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Citations

  • Booklist, 04/01/1997, Page 1273
  • Publishers Weekly, 02/24/1997, Page 75

About the author

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.