The Service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett
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TextPublication details: New York : N.Y. Free Press, c1997Description: xvii, 301 pages : illustrations ; 25 cmISBN: - 684832569
- HF 5415.5 .H47 1997
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National University - Manila | LRC - Annex II General Circulation | Gen. Ed. - CBA | GC HF 5415.5 .H47 1997 (Browse shelf(Opens below)) | c.1 | Available | NULIB000005942 |
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| GC HF 5415.3 .H69 2013 c.6 Consumer behavior : in the 21st Century / | GC HF 5415.3 .M3699 2015 Marketing management / | GC HF 5415.3 .P463 1999 Consumer behavior and marketing strategy / | GC HF 5415.5 .H47 1997 The Service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / | GC HF 5415.5 .J42 1999 Smart things to know about customers / | GC HF 5415.5 .L57 1994 Customers for keeps / | GC HF 5415.5 .L83 2002 c.1 Customer service : skills and concepts for success / |
Includes bibliographical references and index.
1. Setting the Record Straight -- 2. Capitalizing on the Serice Profit Chain -- 3. Managing by the Customer Value Equation -- 4. Rethinking Marketing: Building Customer Loyalty -- 5. Attaining Total Customer Satisfaction: Not Whether but When -- 6. Managing the Customer-Employee "Satisfaction Mirror" -- 7. Building a Cycle of Capability -- 8. Developing Processes That Deliver Value -- 9. Designing Service Delivery Systems That Drive Quality, Productivity, and Value -- 10. Attaining Total Customer Satisfaction: Doing Things Right the Second Time -- 11. Measuring for Effective Management -- 12. Reengineering the Service Organization for Capability: Gains and Pains -- 13. Leading and Living Service Profit Chain Management -- 14. Auditing Service Profit Chain Management Success.
Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty.
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