The Service Profit Chain

This work provides a model that service-firm managers should be able to implement. It directly links profit and growth to employee productivity, loyalty and sat... » 

This work provides a model that service-firm managers should be 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. «