The service profit chain: how leading companies link profit and growth to loyalty satisfaction and value
Title:The service profit chain: how leading companies link profit and growth to loyalty satisfaction and value
Author:Heskett James L; Sasser W. Earl; Schlesinger Leonard A
Place & Publisher:New York, The Free Press
Date of Publication:1997
Pages:xviii302p
Subject Descriptors:customer services; customer satisfaction; employee loyalty; industrial productivity; serice profit chain; price; customer value equation; process quality; British Airways; building profit chain capability; rethinking marketing; customer relationship; service relationship traingle; productivity; network design; gains and pains; service profit chain management; communication; auditing service
Language:English
Class no:658.812
Catalogue Agency:MICA
| Sr. No. | Holding College | Accession Number | Class Number |
|---|---|---|---|
| 1 | MICA | 3062 |
| Tag | Ind | Sub-Field | Value |
|---|---|---|---|
| 000 | _ | 00000cam a2200000ua 4500 | |
| 001 | _ | 2618 | |
| 003 | __ | IN-AhILN | |
| 007 | __ | t | |
| 008 | __ | 000621t1997||||||||||| 00 ||eng c | |
| 020 | __ | a | 0-684-83256-9 |
| 040 | __ | a | Ahmedabad |
| 041 | 0_ | a | eng |
| 084 | __ | a | 658.812 |
| 084 | __ | b | HES |
| 100 | 0_ | a | Heskett James L |
| 245 | 10 | a | The service profit chain: how leading companies link profit and growth to loyalty satisfaction and value |
| 245 | __ | c | by James L. Heskett W. Earl Sasser and Leonard A. Schlesinger |
| 245 | __ | h | Textual |
| 260 | __ | a | New York |
| 260 | __ | b | The Free Press |
| 260 | __ | c | 1997 |
| 300 | __ | a | xviii302p |
| 300 | __ | b | notesind |
| 300 | __ | c | 24 cm x 16 cm |
| 362 | 1_ | a | 1997 |
| 365 | __ | a | Rs. 940.50 |
| 365 | __ | e | Hard Bound |
| 504 | __ | a | Crossword |
| 653 | 0_ | a | customer services |
| 653 | 0_ | a | customer satisfaction |
| 653 | 0_ | a | employee loyalty |
| 653 | 0_ | a | industrial productivity |
| 653 | 0_ | a | serice profit chain |
| 653 | 0_ | a | price |
| 653 | 0_ | a | customer value equation |
| 653 | 0_ | a | process quality |
| 653 | 0_ | a | British Airways |
| 653 | 0_ | a | building profit chain capability |
| 653 | 0_ | a | rethinking marketing |
| 653 | 0_ | a | customer relationship |
| 653 | 0_ | a | service relationship traingle |
| 653 | 0_ | a | productivity |
| 653 | 0_ | a | network design |
| 653 | 0_ | a | gains and pains |
| 653 | 0_ | a | service profit chain management |
| 653 | 0_ | a | communication |
| 653 | 0_ | a | auditing service |
| 700 | 02 | a | Sasser W. Earl |
| 700 | 02 | a | Schlesinger Leonard A |