Service Profit Chain

James L. Heskett , Leonard A. Schlesinger , W. Earl (UPS Foundation Professor of Service Management Sasser Jnr

This work provides a model that service-firm managers should be able to implement. It directly links profit and growth to employee productivity, loyalty and satisfaction, and the authors lay out a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing faults.
  • Limba : Engleza
  • Data Publicarii : 02 Jun 1997
  • Format : Hardback
  • Numar pagini : 320
  • ISBN : 9780684832562
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