Sasser, W Earl: The Service Profit Chain

How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
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Directly linking profit and growth not only to customer loyalty and satisfaction but to employee productivity, the authors present a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing results. In-depth case examples demonstrate how the best companies have managed in this regard. 50 line drawings.

Leonard Berry Professor of Marketing and JCPenney Professor of Retailing Studies, Texas A&M University, Author of On Great Service and Marketing Services The authors effectively integrate their wide body of research and thinking into an incisive framework for organizational leadership.
ISBN: 978-0-684-83256-2
GTIN: 9780684832562

Über den Autor Sasser, W Earl

James L. Heskett teaches at the Harvard Business School and is the coauthor of Service Breakthroughs. 

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