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The Value Profit Chain - James L. Heskett

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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value - James L. Heskett

The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value - James L. Heskett

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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The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees - James L. Heskett

The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees - James L. Heskett

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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Manufacturer's product description

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.

Product details

Type Non-Fiction
Genre Business & Management
Publisher Simon & Schuster
Release Date 19.05.2003
Author James L. Heskett
Title The Value Profit Chain
EAN 9780743225694
ISBN 0743225694

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