000			01545nam a22002171a 4500
020			_a0684832569 _c0.00
041			_aEnglish
082			_a658.812 _bHES
100			_aHeskett, James L.
245			_aThe service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value _cJames L. Heskett; W. Earl Sasser, Jr.; Leonard A. Schlesinger _h[Text]
260			_aNew York, NY _bThe Free Press _c1997
300			_a301 p. : ill. index : notes ; 25 cm.
500			_a 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.
600			_aConsumer satisfaction
600			_aCustomer services - Management
600			_aEmployee loyalty - Loialitatea angajatilor - Лояльность сотрудников
600			_aIndustrial productivity
891			_aManagement
942			_cB
999			_c8040 _d8040