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

Author(s)

• Heskett, James L.
• Sasser, W. Earl
• Schlesinger, Leonard A.

Bibliographic Information

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

James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger

Free Press, c1997

Note

Includes bibliographical references and index

Details

• NCID: BA29896861
• ISBN:
  • 0684832569
• LCCN: 96044611
• Country Code: us
• Title Language Code: eng
• Text Language Code: eng
• Place of Publication: New York
• Pages/Volumes: xvii, 301 p.
• Size: 25 cm
• Classification:
  • LCC : HF5415.5
  • DC21 : 658.8/12
• Subject Headings:
  • LCSH : Customer services
  • LCSH : Customer satisfaction
  • LCSH : Employee loyalty
  • LCSH : Industrial productivity