Other Teaching and Training Material | 1993

People, Service, Success: The Service Profit Link

by Leonard A. Schlesinger, James Heskett and W. Earl Sasser


Schlesinger, Leonard A., James Heskett, and W. Earl Sasser. "People, Service, Success: The Service Profit Link." Harvard Business Publishing, 1993. Video. (Volume 1 - The Service Profit Link, Volume 2 - Mobilizing People for Breakthrough Service, Volume 3 - The Lifetime Value of Customers, Volume 4 - Listening to Customers, Volume 5 - Saving Customers with Service Recovery.)