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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;

Format: Print

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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.

About the Authors

James L. Heskett

UPS Foundation Professor of Business Logistics, Emeritus

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UPS Foundation Professor of Service Management, Emeritus

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Leonard A. Schlesinger

Baker Foundation Professor

General Management

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