The service profit chain
Klantgerichtheid
Relations avec la clientèle
Profit
Satisfaction au travail
Satisfaction
Industrial productivity
Service industries
Consumer satisfaction
Consommateurs
Customer services
Personnel
Attitudes
Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors sho…
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