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 [Text]
Language: English Publication details: New York, NY The Free Press 1997Description: 301 p. : ill. index : notes ; 25 cmISBN:- 0684832569
- 658.812 HES
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Universitatea Divitia Gratiae | 658.812 HES (Browse shelf(Opens below)) | Available | 0214192542 |
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.
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