The Service Profit Chain PDF ePub eBook

Books Info:

The Service Profit Chain free pdf This is the product of research by a team of Harvard Business School authorities on service-firm management. It provides a model that managers should be able to use - with practical guidelines that have been implemented already by high-performing companies. Directly linking profit and growth not only to customer loyalty and satisfaction but to employee productivity, loyalty, and satisfaction, the authors lay out a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing faults. With in-depth case studies that demonstrate how the best companies do it, this work aims to enable managers to unlock their true potential and secure a place at the forefront of their industry.

About W. Earl Sasser

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.

Details Book

Author : W. Earl Sasser
Publisher : Simon
Data Published : 02 June 1997
ISBN : 0684832569
EAN : 9780684832562
Format Book : PDF, Epub, DOCx, TXT
Number of Pages : 320 pages
Age + : 15 years
Language : English
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