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

Keywords

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.

Find it at Harvard

About The Authors

James L. Heskett

More Publications

W. Earl Sasser

More Publications

Leonard A. Schlesinger

General Management

More Publications

More from the Authors

- March 31, 2020
- Harvard Business Review Digital Articles
Reinventing the Direct-to-Consumer Business Model

By: Len Schlesinger, Matt Higgins and Shaye Roseman
- January 2020 (Revised March 2020)
- Faculty Research
SmileDirectClub: Better Is Better

By: Leonard A. Schlesinger and Aldo Sesia
- January 2020 (Revised March 2020)
- Faculty Research
LOLA: Do You Know What's in Your Tampon?

By: Leonard A. Schlesinger and Aldo Sesia

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

Reinventing the Direct-to-Consumer Business Model

SmileDirectClub: Better Is Better

LOLA: Do You Know What's in Your Tampon?