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The Service Profit Chain
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The Service Profit Chain Hardcover - 1997

by James L. Heskett, W. Earl Sasser, Leonard A. Schle

  • Used

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. Used - Very Good. A bright, square, and overall a nice copy
Used - Very Good
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Details

  • Title The Service Profit Chain
  • Author James L. Heskett, W. Earl Sasser, Leonard A. Schle
  • Binding Hardcover
  • Edition First Edition
  • Condition Used - Very Good
  • Pages 320
  • Volumes 1
  • Language ENG
  • Publisher Free Press, Old Tappan, New Jersey, U.S.A.
  • Date 1997-04
  • Illustrated Yes
  • Features Bibliography, Illustrated, Index
  • Bookseller's Inventory # BOS-X-13e-01106
  • 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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More Than Words empowers youth who are in foster care, court-involved, homeless or out of school to take charge of their lives by taking charge of a business. MTW believes that when system-involved youth are challenged with authentic and increasing responsibilities in a business setting, and are given high expectations and a culture of support, they can and will address personal barriers to success, create concrete action plans for their lives, and become contributing members of society. More Than Words began as an online bookselling training program for youth in DCF custody in 2004 and opened its vibrant bookstore on Moody St in Waltham in 2005 and added its Starbucks coffee bar in 2008. MTW replicated its model in the South End of Boston in 2011, thereby doubling the number of youth served annually.

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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.

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