Articoli correlati a The Service Profit Chain: How Leading Companies Link...
The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value - Rilegato
A proven model for excellence provides business leaders with practical guidelines on how to manage, market, hire, deliver services, and assess results, with detailed case studies that demonstrate how successful companies already use these principles. 17,500 first printing.
Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.
Recensione:
Herbert D. Kelleher Chairman, President and CEO of Southwest Airlines Co. I am very angry with Jim Heskett, Earl Sasser and Len Schlesinger because I am deathly afraid that our competitors will read their book! The skunks have set forth in an accurate, profound, intelligible, and easily understandable way the core values, tenets, and practices that animate Southwest Airlines and can make any service business successful.
C. William Pollard Chairman, The Servicemaster Company Profit and service do mix. Jim Heskett, Earl Sasser and Len Schlesinger have provided a systematic way for us to understand the link. The examples that the authors draw from their studies and experiences make the book come alive -- it is a real learning experience.
John B. McCoy Chairman and CEO, Banc One Corporation Unveils a great model that managers can use to maximize both customer loyalty and profit. It links an action plan for managing all elements of a business with a thorough process for measuring results.
David H. Maister Author of Managing the Professional Service Firm and True Professionalism If you read only one book on service industry management, this is the one to read -- and to re-read. The simple but powerful framework integrates numerous insights covering a wide range of service industry topics.
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.
L'autore:
C. William Pollard Chairman, The Servicemaster Company Profit and service do mix. Jim Heskett, Earl Sasser and Len Schlesinger have provided a systematic way for us to understand the link. The examples that the authors draw from their studies and experiences make the book come alive -- it is a real learning experience.
John B. McCoy Chairman and CEO, Banc One Corporation Unveils a great model that managers can use to maximize both customer loyalty and profit. It links an action plan for managing all elements of a business with a thorough process for measuring results.
David H. Maister Author of Managing the Professional Service Firm and True Professionalism If you read only one book on service industry management, this is the one to read -- and to re-read. The simple but powerful framework integrates numerous insights covering a wide range of service industry topics.
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.
Leonard A. Schlesinger is the George F. Baker Jr. Professor of Business Administration at the Harvard Business School.
Le informazioni nella sezione "Su questo libro" possono far riferimento a edizioni diverse di questo titolo.
- EditoreFree Pr
- Data di pubblicazione1997
- ISBN 10 0684832569
- ISBN 13 9780684832562
- RilegaturaCopertina rigida
- Numero di pagine301
- Valutazione libreria
Compra nuovo
Scopri di più su questo articolo
EUR 22,88
Spese di spedizione:
GRATIS
In U.S.A.
I migliori risultati di ricerca su AbeBooks
Immagini fornite dal venditore
The Service Profit Chain by Heskett, James L., Sasser, W. Earl, Schlesinger, Leonard A. [Hardcover ]
Da:
Valutazione libreria
Descrizione libro Hardcover. Condizione: new. Codice articolo 9780684832562
Compra nuovo
EUR 22,88
Convertire valuta
Foto dell'editore
The Service Profit Chain
Da:
Valutazione libreria
Descrizione libro Hardcover. Condizione: new. New. Fast Shipping and good customer service. Codice articolo Holz_New_0684832569
Compra nuovo
EUR 20,55
Convertire valuta
Foto dell'editore
The Service Profit Chain
Da:
Valutazione libreria
Descrizione libro Condizione: new. Codice articolo newMercantile_0684832569
Compra nuovo
EUR 21,50
Convertire valuta
Foto dell'editore
SERVICE PROFIT CHAIN
Editore:
Simon and Schuster
(1997)
ISBN 10: 0684832569
ISBN 13: 9780684832562
Nuovo
Rilegato
Quantità: > 20
Da:
Valutazione libreria
Descrizione libro Condizione: New. Brand New. Codice articolo 0684832569
Compra nuovo
EUR 21,20
Convertire valuta
Immagini fornite dal venditore
The Service Profit Chain (Hardcover)
Editore:
Simon & Schuster, New York
(1997)
ISBN 10: 0684832569
ISBN 13: 9780684832562
Nuovo
Rilegato
Quantità: 1
Da:
Valutazione libreria
Descrizione libro Hardcover. Condizione: new. Hardcover. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. 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? 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, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management. Synopsis coming soon. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. Codice articolo 9780684832562
Compra nuovo
EUR 29,83
Convertire valuta
Foto dell'editore
The Service Profit Chain
Da:
Valutazione libreria
Descrizione libro Condizione: New. Book is in NEW condition. Codice articolo 0684832569-2-1
Compra nuovo
EUR 31,28
Convertire valuta
Foto dell'editore
The Service Profit Chain
Da:
Valutazione libreria
Descrizione libro Condizione: New. New! This book is in the same immaculate condition as when it was published. Codice articolo 353-0684832569-new
Compra nuovo
EUR 31,28
Convertire valuta
Foto dell'editore
The Service Profit Chain
Da:
Valutazione libreria
Descrizione libro Condizione: new. Codice articolo FrontCover0684832569
Compra nuovo
EUR 28,25
Convertire valuta
Foto dell'editore
The Service Profit Chain
Da:
Valutazione libreria
Descrizione libro Hardcover. Condizione: new. New Copy. Customer Service Guaranteed. Codice articolo think0684832569
Compra nuovo
EUR 49,81
Convertire valuta
Foto dell'editore
The Service Profit Chain
Da:
Valutazione libreria
Descrizione libro Hardcover. Condizione: new. New. Codice articolo Wizard0684832569
Compra nuovo
EUR 52,44
Convertire valuta