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

Format:Print

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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.

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About The Authors

James L. Heskett

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W. Earl Sasser

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Leonard A. Schlesinger

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

Keywords

Citation

About The Authors

James L. Heskett

W. Earl Sasser

Leonard A. Schlesinger

More from the Authors

A Note on Design Thinking

Case Study: Will a Bank's New Technology Help or Hurt Morale?

Reinventing the Direct-to-Consumer Business Model