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 -