Title : The service profit chain: how leading companies link profit and growth to loyalty satisfaction and value
ISBN : 0-684-83256-9
Author : Heskett James L; Sasser W. Earl; Schlesinger Leonard A
Publisher & Place : New York, The Free Press, 1997
Physical Medium : Textual
Physical Description : xviii302p
Subject : 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
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