by
Heskett, James L.
Call Number
658 HES
Publication Date
1986
Format:
Books
Relevance:
1.3545
View Other Search Results
by
Heskett, James L.
Call Number
658.812 SER
Publication Date
1997
Summary
"Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity."--BOOK JACKET.
Format:
Books
Relevance:
0.0635
View Other Search Results
Limit Search Results
Narrowed by: