The Service Profit Chain Sasser W. Earl
The Service Profit Chain Sasser W. Earl In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Earl Sasser, Jr. Heskett, W. Schlesinger reveal that leading…
Specifikacia The Service Profit Chain Sasser W. Earl
The Service Profit Chain Sasser W. Earl
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Earl Sasser, Jr. Heskett, W.
Schlesinger reveal that leading companies stay on top by managing the service profit chain.Why are a select few service firms better at what they do -- year in and year out -- than their competitors? and Leonard A. For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question.
Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty,
Earl the Grump Earl
The Chain
The Silver Chain
The Earl on the Train
Earl and the Fairy
Earl and the Fairy
Engaged to the Earl
What Ales the Earl
PROFIT GYM PRO W M 1615