||1 of 1 people found the following review helpful.| Good information, but needs editing!|By Steve Condrey|This reference is a bit dated but the case studies given herein are valuable examples of how customer service can boost an organization's market position. Unfortunately the author goes back to the well on the same few case studies repeatedly. This is a book that could stand some better editing in a much needed updated editi|From Booklist|That the customer should be--indeed, must be--at the heart of any service company's strategy is certainly not a cosmos-altering revelation. But the equations, formulas, research, and just pla
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain.
Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Bas...
[PDF.lj14] Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value Rating: 3.96 (672 Votes)
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You can specify the type of files you want, for your device.Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value | W. Earl Sasser, Leonard A. Schlesinger, James L. Heskett. Just read it with an open mind because none of us really know.
