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1 Resources for
Frances X. Frei
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Putting the Service-Profit Chain to Work
What drives growth and profitability in a service business? Highly satisfied customers. And to keep those customers profitable, you need to manage all the aspects of your operation that affect customer satisfaction--what the authors call the...
Tags
:
Product marketing
,
James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sass
,
Southwest Airlines Co.
,
service quality
,
customer satisfaction
,
support services
,
information system
,
transportation
,
accident
,
workforce
,
decision-making
,
team
,
sales
,
strategy
Articles
2008-07-18
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