Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
Publications
Publications
  • 1997
  • Book

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
ShareBar

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.
  • 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

    • May 2025
    • Faculty Research

    Fidji Simo: Growing the Pie at Instacart

    By: Hubert Joly, Leonard A. Schlesinger and James Barnett
    • April 2025
    • Faculty Research

    Thrivent: From Insurance Agents to Financial Advisors

    By: Hubert Joly, Leonard A. Schlesinger and Tom Quinn
    • December 2024 (Revised March 2025)
    • Faculty Research

    Shouldice Hospital Today

    By: James Heskett
More from the Authors
  • Fidji Simo: Growing the Pie at Instacart By: Hubert Joly, Leonard A. Schlesinger and James Barnett
  • Thrivent: From Insurance Agents to Financial Advisors By: Hubert Joly, Leonard A. Schlesinger and Tom Quinn
  • Shouldice Hospital Today By: James Heskett
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College.