The Service Profit Chain This work provides a model that service-firm managers should be ... more
able to implement. It directly links profit and growth to employee productivity, loyalty and satisfaction, and the authors lay out a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing faults. Full description
From the authors of THE SERVICE PROFIT CHAIN comes the culmination of twenty-eight years ... more
of groundbreaking research - a revolutionary framework that will enable any company to achieve superior profit and growth. Drawing on research at the Harvard Business School dating back to 1974, Heskett, Sasser, and Schlesinger demonstrate how any company - whether manufacturing or service firm, profit or not-for-profit-- can achieve outstanding profit and growth by adopting their revolutionary organising framework, the Value Profit Chain. Building on research in more than 200 large corporations, they show how a quantifiable set of relationships exists between the loyalty, trust, and satisfaction of customers, employees, partners, and investors that is linked to profit and growth. The authors introduce a number of helpful concepts, including the "performance trinity," the starting point for changing the organisation, and the "strategic value vision," which will enable any manager to build more focused operations and results-oriented management capabilities. Of particular significance is a simple but powerful concept they call the "value exchange": what a company gets in return for its efforts to relate to customers, employees, partners, and investors. Written in clear non-technical prose, The Value Profit Chain will be received as a tour de force: timely, relevant, and essential reading.
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With the support of case studies and examples of companies who have adopted Value Profit Chain principles, the authors demonstrate how satisfied, loyal and productive employees produce satisfied, loyal and trusting customers who are the primary drivers of growth and profitability.