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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

By: Contributor(s): New York : The Free Press, ©1997Description: xvii, 301 p. ; 23.3 cmISBN:
  • 9780684832562 (hbd)
Subject(s): DDC classification:
  • 658.812 HES
Summary: 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.
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Item type Current library Home library Collection Call number Status Date due Barcode
Gratis Gratis Chanakya University Knowledge Centre Chanakya University Knowledge Centre Chanakya University Knowledge Centre Chanakya University 658.812 HES (Browse shelf(Opens below)) Available CU12365

Includes bibliographical references, and index.

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.

English

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