The service profit chain : how leading companies link profit and growth to loyalty, satisfaction and value James L Heskett, W.Earl Sasser and Leonard A. Schlesinger.

The service profit chain : how leading companies link profit and growth to loyalty, satisfaction and value

Bibliographic Details
Main Author:	HESKETT
Other Authors:	Sasser, Schlesinger
Published:	New York: New York: The Free Press, 1997. 1997.
Subjects:	Employee loyalty Customer services Customer satisfaction Industrial productivity

Similar Items

Exceptional service, exceptional profit the secrets of building a five-star customer service organization Leonardo Inghilleri and Micah Solomon
by: INGHILLERI
Published: (New York AMACOM 2010)

The ownership quotient putting the service profit chain to work for unbeatable competitive advantage James L. Heskett, W. Earl Sasser, Joe Wheeler
by: HESKETT
Published: (Boston, Mass: Harvard Business Press, 2008)

Increasing customer loyalty Review Harvard Business Review
by: HARVARD Business Review
Published: (Boston Harvard Business Review 2011)

The ultimate question driving good profits and true growth Fred Reichheld
by: REICHHELD
Published: (Boston Harvard Business School Publishing 2006)

Loyalty rules how today's leaders build lasting relationships Frederick F. Reichheld
by: REICHHELD
Published: (Massachusetts harvard Business School Press 2001)

Why customers come back how to create lasting customer loyalty Manzie R.Lawfer
by: LAWFER
Published: (New Jersey Career Press 2004)

Brand real how smart companies live their brand promise and inspire fierce customer loyalty Laurence Vincent
by: VINCENT
Published: (New York Amacom 2012)

Answering the ultimate question how Net Promoter can transform your business Richard Owen, Laura L. Brooks
by: OWEN
Published: (San Francisco: Jossey-Bass, 2009)

Indispendable how to become the company that your customers can't live without Joe Calloway
by: CALLOWAY
Published: (New Jersey John Wiley & SOns 2005)

E-service 24 ways to keep your customers when the competition is just a click away Ron Zemke, Tom Connellan
by: ZEMKE
Published: (New York Amacom 2001)

Return on customer creating maximum value from your scarcest resource Don Peppers and Martha Rogers
by: PEPPERS
Published: (New York Doubleday/Currency 2005)

The Shopper economy the new way to achieve market place success by turning behavior into currency by Liz Crawford
by: CRAWFORD
Published: (New York McGraw-Hill 2012)

The ultimate question 2.0 : how net promoter companies thrive in a customer-driven world Fred Reichheld with Rob Markey.
by: Reichheld
Published: (Boston, Mass.: Harvard Business Press, 2011.)

Pengurusan khidmat pelanggan petua & teknik Rahmat Ismail
by: RAHMAT Ismail
Published: (Kuala Lumpur Utusan Pub. 2002)

Total access giving customers what they want in an anytime, anywhere world Regis McKenna
by: MCKENNA
Published: (Boston Harvard Business School Press 2002)

Satisfaction:how every great company listens to the voice of the customer Chris Denove,James D. Power IV
by: DENOVE
Published: (New York Portfolio 2006)

The customer experience edge technology and techniques for delivering an enduring, profitable and positive experience to your customers by Reza Soudagar, Vinay Iyer, Volker Hildebrand.
by: SOUDAGAR
Published: (New York McGraw-Hill 2012)

KEEPING customers edited with an introduction by John J. Sviokla and Benson P. Shapiro.
Published: (Boston: Harvard Business School Press, 1993.)

Service strategy management moves for customer results Jacques Hororitz
by: HOROVITZ
Published: (Britain Pearson Education Limited 2000)

Leardership and the customer revolution Gary Heil, Tom Parker and Rick Tate.
by: HEIL
Published: (New York: International Thomson, 1994.)

Taking charge and letting go : a breakthrough strategy for creating and managing the horizontal company Bert A.Spector.
by: SPECTOR
Published: (New York: The Free Press, 1995.)

Customer care : how to improve competitiveness, staff motivation and profitability in today's service driven organization Sarah Cook.
by: COOK
Published: (London: Kogan Page, 1997.)

Digital engagement : internet marketing that captures customers and buids intense brand loyalty Leland Herden and Bob Heyman.
by: HARDEN
Published: (New York: AMACOM, 2009.)

Customer-focused quality : what to do on monday morning Tom Hinton and Wini Schaeffer.
by: HINTON
Published: (New Jersey: Prentice Hall, 1994.)

Applying sun Tzu's art of war in customer service Khoo Kheng_hor
by: KHOO Kheng-Hor
Published: (Selangor, Malaysia Pelanduk Publications 2002)

The experience the 5 principles of Disney service and relationship excellence Bruce Loeffler and Brian T. Church
by: Loeffler
Published: (Hoboken, New Jersey Wiley 2015)

The discipline of market leaders Michael Treacy and Fred Wiersema..
by: TREACY
Published: (Reading: Addison-Wesley, 1995.)

Human sigma Managing the employee-customer encounter John H.Fleming and Jim Asplund
by: FLEMING
Published: (New York Gallup Press 2007)

The real heroes of business and not a ceo among them Bill Fromm and Len Schlesinger.
by: FROMM
Published: (New York: Doubleday, 1994.)

Are your customer being served? how to boost profit by delivering exceptional customer sevice Pauline Rowson
by: ROWSON
Published: (London Rowmark 2007)

The seven deadly skills of competing James Essinger & Helen Wylie
by: ESSINGER
Published: (London International Thomson 1999)

Full price competing the value in the new economy Thomas J. Winninger
by: WINNINGER
Published: (Chicago Dearborn Financial Pubs. 2000)

Customers first : dominate your market by winning them over where it counts the most Bolivar J. Bueno.
by: Bueno
Published: (New York: McGraw-Hill, 2012.)

Branded customer service the new competitive edge Janelle Barlow and Paul Stewart.
by: Barlow
Published: (San Francisco Berret-Kohler 2004)

Total innovation : how to develop the products that your customers want Stewart Bray..
by: BRAY
Published: (London: Pitman Pub., 1995.)

The loyalty advantage essential steps to energize your company, your customers, your brand Dianne M. Durkin
by: DURKIN
Published: (New York AMACOM 2005)

The complete idiot's guide to great customer service by Ron Karr and Don Blohowiak.
by: KARR
Published: (New York: Alpha Books, 1997.)

Dealing with demanding customers : how to turn complaints into opportunities David M.Martin.
by: MARTIN
Published: (London: Pitman Pub., 1994.)

Managing to keep the customer : how to achieve and mantain superior customer service throughout the organization Robert L. Desatrick, Dennis H Detzel.
by: DESATRICK
Published: (San Francisco: Josey Bass Pub, 1993.)

Super service : seven keys to delivering great customer service..even when ypu dont's feel like it!..even when they dont's deserve it! Val and Jeff Gee.
by: GEE
Published: (New York: McGraw-Hill, 2009.)