TY  - BOOK
AU  - Heskett,James L.
AU  - 
AU  - 
TI  - The service profit China:  : how leading companies link profit and growth to loyalty, satisifaction, and value
SN  - 9780684832562 (hbd)
U1  - 658.812 HES 
PY  - 1997///
CY  - New York : 
PB  - The Free Press, 
KW  - Customer service
KW  - Customer satisfaction
KW  - Employee loyalty
KW  - Industrial productivity
N1  - Includes bibliographical references, and index
N2  - 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.
ER  -