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
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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.