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

Heskett, James L.,

The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sassar, Jr., Leonard A. Schlesinger. - xvii, 301 pages ; 24 cm

Includes bibliographical references (pages 271-279) and index.




Text in English.

0684832569


Customer services.
Customer satisfaction.
Employee loyalty.
Industrial psychology.

658.812 / .H584