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- catalog abstract "Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, Satisfaction, and productivity.".
- catalog contributor b10290709.
- catalog contributor b10290710.
- catalog contributor b10290711.
- catalog created "c1997.".
- catalog date "1997".
- catalog date "c1997.".
- catalog dateCopyrighted "c1997.".
- catalog description "1. Setting the Record Straight -- 2. Capitalizing on the Serice Profit Chain -- 3. Managing by the Customer Value Equation -- 4. Rethinking Marketing: Building Customer Loyalty -- 5. Attaining Total Customer Satisfaction: Not Whether but When -- 6. Managing the Customer-Employee "Satisfaction Mirror" -- 7. Building a Cycle of Capability -- 8. Developing Processes That Deliver Value -- 9. Designing Service Delivery Systems That Drive Quality, Productivity, and Value -- 10. Attaining Total Customer Satisfaction: Doing Things Right the Second Time -- 11. Measuring for Effective Management -- 12. Reengineering the Service Organization for Capability: Gains and Pains -- 13. Leading and Living Service Profit Chain Management -- 14. Auditing Service Profit Chain Management Success.".
- catalog description "Includes bibliographical references (p. 271-279) and index.".
- catalog description "Satisfaction, and productivity.".
- catalog description "Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty,".
- catalog extent "xvii, 301 p. :".
- catalog hasFormat "Service profit chain.".
- catalog identifier "0684832569".
- catalog isFormatOf "Service profit chain.".
- catalog issued "1997".
- catalog issued "c1997.".
- catalog language "eng".
- catalog publisher "New York : Free Press,".
- catalog relation "Service profit chain.".
- catalog subject "658.8/12 21".
- catalog subject "Consumer satisfaction.".
- catalog subject "Customer services.".
- catalog subject "Employee loyalty.".
- catalog subject "HF5415.5 .H47 1997".
- catalog subject "Industrial productivity.".
- catalog tableOfContents "1. Setting the Record Straight -- 2. Capitalizing on the Serice Profit Chain -- 3. Managing by the Customer Value Equation -- 4. Rethinking Marketing: Building Customer Loyalty -- 5. Attaining Total Customer Satisfaction: Not Whether but When -- 6. Managing the Customer-Employee "Satisfaction Mirror" -- 7. Building a Cycle of Capability -- 8. Developing Processes That Deliver Value -- 9. Designing Service Delivery Systems That Drive Quality, Productivity, and Value -- 10. Attaining Total Customer Satisfaction: Doing Things Right the Second Time -- 11. Measuring for Effective Management -- 12. Reengineering the Service Organization for Capability: Gains and Pains -- 13. Leading and Living Service Profit Chain Management -- 14. Auditing Service Profit Chain Management Success.".
- catalog title "The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.".
- catalog type "text".