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...
Although not-for-profit, “service-profit chain” analysis can and should be utilized in credit unions for the same reasons many other industries have implemented the strategy. The Service Profit Chain, written by Harvard Business School Professors James Heskett, W. Earl Sasser and Leonard Schlessinger in 1997, has quickly become a...
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. James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger (320 pp., hardcover,...
2000 KAW AREA TECHNICAL SCHOOL AUTO TECHNOLOGY Brian J. Arreguin, Brandon R. Arreguin, Becky L. Bachelor, Jeremy E. Bumgarner, Justin L. Casto, Brian C. Creason, Michelle M. Dirk, Charles L. Elliott, Kelly G. Ferrell, Casey M. Gile, Troy M. Gillgannon ...
Some very important people figure into your profit equation-not the ones on either side of the conference table, but the ones on either side of the sales counter. Over the last two decades, particularly with advances in data management technologies, researchers have begun to understand and quantify relationships between...
Articles 2000-03-01
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