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gary w. loveman

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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: Thomas O. Jones, Human Resources, Payroll Solutions, Marketing, Workforce Management, Recruitment & Selection, Product Marketing, Customer Loyalty, Reichheld, Service Quality, Employee Satisfaction, Customer, James L. Heskett, Jr., Gary W. Loveman, In Brief, Leonard A. Schlesinger, W. Earl Sasser, Harvard Business Review; Articles 2008-07-18

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Your Work The 7 Interview Questions You Must Ask

The 7 Interview Questions You Must Ask

Forget 'What are your strengths and weaknesses?' If you want to get the real dope on prospective employees, ask job candidates these seven questions.
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Congress Looks at Getting Into the Weather Business

Geoengineering — the concept of deliberately manipulating the earth’s climate system to counteract climate change — made its debut in Congress this week, which I suppose makes it officially “mainstream.” The House’s Committee on Science and Technology held a hearing on geoengineering — the first serious congressional review of the subject, according to committee chairman Rep. [...]
Your Money 29 Fees We Hate Most

29 Fees We Hate Most

An increasing number of businesses, from hotels to cell phone providers, are advertising bargain prices and then tacking on hidden fees and charges to boost the final cost. Here’s how you can fight back.