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The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees - summary
Author: James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger
In their groundbreaking book, The Service Profit Chain (1997), Heskett, Sasser, and Schlesinger asked the question of why a few service enterprises seem to be consistently better at what they do than their competitors. Their answer, based on years of research, revealed the use of a set of quantifiable relationships. These relationships form the foundation for a powerful strategic service model that stands as an effective framework for erecting more focused operations and marketing capabilities.
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