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

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

Reinventing the Direct-to-Consumer Business Model

SmileDirectClub: Better Is Better