James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger Books
James L. Heskett, W.
Known for: The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
Books by James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger
The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
This book presents a management framework showing how employee satisfaction, customer loyalty, and profitability are interlinked. Drawing on research from leading service organizations, the authors demonstrate that companies achieving sustainable success do so by investing in their people, creating superior service value, and building long-term customer relationships.
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The Foundation of the Service Profit Chain
At the heart of our work lies an insight that is deceptively simple: profit and growth are stimulated primarily by customer loyalty; loyalty is a direct result of customer satisfaction; satisfaction is largely influenced by the value of services provided; and that value is driven by satisfied, loyal...
From The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
Building Internal Service Quality
Internal service quality is the invisible infrastructure of the service profit chain. It is the environment in which employees work and the mechanisms that enable them to deliver their best performance. We define it broadly to include job design, workplace tools, support processes, and the trust emp...
From The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
About James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger
James L. Heskett, W. Earl Sasser Jr., and Leonard A. Schlesinger are professors at Harvard Business School known for their work on service management and organizational behavior. They have authored several influential books and articles on service quality, leadership, and business performance.
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James L. Heskett, W.
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