Book | 1997

The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value

by J. Heskett, W. E. Sasser Jr. and L. Schlesinger

Keywords: Profit; Service Industry;

Citation:

Heskett, J., W. E. Sasser Jr., and L. Schlesinger. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. New York: Free Press, 1997.