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:

Heskett, James L [Author]

Contributor(s):

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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Holdings
Item type	Current library	Home library	Collection	Call number	Status	Date due	Barcode
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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