Heskett, James L. <br/><br/>
The service profit China   : how leading companies link profit and growth to loyalty, satisifaction, and value 
/ by James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger 
 - xvii, 301 p. ;   23.3 cm.  
<br/><br/>Includes bibliographical references, and index. 
<br/><br/> The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value" by James L. Heskett, W. Earl Sasser, and Leonard A. Schlesinger, outlines a model that links employee satisfaction to customer loyalty and, ultimately, profitability. The book argues that satisfied and productive employees are crucial for delivering high-quality service, which in turn leads to customer satisfaction and loyalty, resulting in increased profitability and growth.  
<br/><br/><br/>English 
<br/><br/><label>ISBN: </label>9780684832562 (hbd) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer service.<br/>Customer satisfaction.<br/>Employee loyalty.<br/>Industrial productivity.
<br/><br/><label>Dewey Class. No.: </label>658.812 HES