TY  - BOOK
AU  - Heskett, James L.
TI  - The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value
SN  - 0684832569
U1  - 658.812 
PY  - 1997///
CY  - New York, NY
PB  - The Free Press
KW  - Consumer satisfaction
KW  - Customer services - Management
KW  - Employee loyalty - Loialitatea angajatilor - Лояльность сотрудников
KW  - Industrial productivity
N1  -         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
ER  -