The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value

作者: Sasser, W. Earl,Schlesinger, Leonard A.,Heskett, James L

出版社: Free Press

出版时间: 1997-04

ISBN: 9780684832562

定价: 682.84

装帧: 其他

页数: 320页

分类: 外文古旧书>英文书>经济

2人买过

Directly linking profit and growth not only to customer loyalty and satisfaction but to employee productivity, the authors present a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing results. In-depth case examples demonstrate how the best companies have managed in this regard. 50 line drawings.
内容简介:
Directly linking profit and growth not only to customer loyalty and satisfaction but to employee productivity, the authors present a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing results. In-depth case examples demonstrate how the best companies have managed in this regard. 50 line drawings.

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