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Description - The Service Profit Chain by W. Earl Sasser

This is the product of research by a team of Harvard Business School authorities on service-firm management. It provides a model that managers should be able to use - with practical guidelines that have been implemented already by high-performing companies. Directly linking profit and growth not only to customer loyalty and satisfaction but to employee productivity, loyalty, and satisfaction, the authors lay out a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing faults. With in-depth case studies that demonstrate how the best companies do it, this work aims to enable managers to unlock their true potential and secure a place at the forefront of their industry.

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Book Details

ISBN: 9780684832562
ISBN-10: 0684832569
Format: Hardback
(235mm x 156mm x 28mm)
Pages: 320
Imprint: The Free Press
Publisher: Simon & Schuster
Publish Date: 10-Apr-1997
Country of Publication: United States

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Author Biography - W. Earl Sasser

James L. Heskett, is the UPS Foundation Professor of Business Logistics at the Harvard Business School. He is also co-author of Service Breakthroughs, The Service Management Course, and Corporate Culture and Performance.

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