Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
by James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger
This book shows how leading companies drive profit and growth by linking employee satisfaction, customer loyalty, and service value through proven management practices.
About This Book
This book examines the relationship between employee satisfaction, customer loyalty, and company profitability.
It presents research on how leading organizations create value through service excellence and internal culture.
The authors analyze data from multiple industries to identify patterns linking staff engagement with financial performance.
Readers will learn strategies for building sustainable growth by focusing on employee and customer satisfaction metrics.
Reviews
No reviews yet. Be the first to review this book!