Service Profit Chain

Author: Heskett
Publisher:
Publish Date: 2005-06-01
Features: Through a five-year study of companies such as American Express, Southwest Airlines, and the Ritz-Carlton, the author discovered quantifiable direct relationships between corporate profit and growth, customer satisfaction and loyalty, employee loyalty and satisfaction—known as the Service-Profit Chain. The Service-Profit Chain has built many top-tier companies, enabling them to lead the competition by effectively managing this chain. This book helps you apply the operating principles of successful companies and learn how to:
- Establish the Service-Profit Chain
- Utilize the Service-Profit Chain
- Lead and implement Service-Profit Chain management
- Manage and measure the Service-Profit Chain
This book combines facts with anecdotes. Without the latter, the facts would lack vitality. Moreover, some elements of the Service-Profit Chain cannot be fully explained by facts alone. Furthermore, simply understanding the essence of each step in the Service-Profit Chain does not guarantee high performance in every step. At this point, anecdotes provide rich examples of various methods to achieve outstanding Service-Profit Chain performance. This is precisely the book’s key objective.