The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value

Directlylinkingprofitandgrowthnotonlytocustomerloyaltyandsatisfactionbuttoemployeeproductivity,theauthorspresentastep-by-stepactionplanformanaging,marketing,hiring,deliveringservices,andassessingresults.In-depthcaseexamplesdemonstratehowthebestcompanieshavemanagedinthisregard.50linedrawings.