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Article | Harvard Business Review | March–April 1994

Putting the Service-Profit Chain to Work

by J. L. Heskett, T. O. Jones, G. W. Loveman, W. Earl Sasser and L. A. Schlesinger

Format: Print

11 pages

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Citation:

Heskett, J. L., T. O. Jones, G. W. Loveman, W. Earl Sasser, and L. A. Schlesinger. "Putting the Service-Profit Chain to Work." Harvard Business Review 72, no. 2 (March–April 1994): 164–174.

About the Authors

James L. Heskett

UPS Foundation Professor of Business Logistics, Emeritus

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Gary W. Loveman

Senior Lecturer of Business Administration

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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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