Beschreibung The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain.Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
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The Service Profit Chain: How Leading Companies Link ~ In "The Service Profit Chain," the author uses extensive case studies and empirical data to demonstrate how successful companies can achieve customer satisfaction, employee satisfaction, and at the same time, profit and customer growth. Too many companies are focused on the next quarterly earnings release that they don't ever see the lifetime value of their customers. Finally, managers at .
The Service Profit Chain: How Leading Companies Link ~ The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value. Media news. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value. James L. Heskett, W. Earl Sasser and Leonard A. SchlesingerThe Free Press£20. Keywords Customer satisfaction, Customer .
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: Service Profit Chain: How Leading Companies ~ Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value - Kindle edition by Sasser, W. Earl, Schlesinger, Leonard A., Heskett, James L.. Download it once and read it on your Kindle device, PC, phones or tablets. Use features like bookmarks, note taking and highlighting while reading Service Profit Chain: How Leading Companies Link Profit and Growth .
Service Profit Chain, a great strategy tool / ToolsHero ~ The American economists W. Earl Sasser Jr. and Leonard A. Schlesinger and American businessman James L. Heskett, published their ground-breaking book “The Service Profit Chain – How leading companies link profit and growth to loyalty, satisfaction and value” in 1997, including an explanation of the Service Profit Chain. The basic principle of the Service Profit Chain theory revolves .
Service–profit chain - Wikipedia ~ The service–profit chain is the central concept in a theory of business management which links employee satisfaction to customer loyalty and profitability.It was proposed in an article in the Harvard Business Review in 1994 by James L. Heskett, W. Earl Sasser, and Leonard Schlesinger, and was later the subject of the book The Service Profit Chain – How Leading Companies Link Profit and .
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Service Profit Chain: How Leading Companies Link Profit ~ Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value - Kindle edition by W. Earl Sasser, Leonard A. Schlesinger, James L. Heskett. Download it once and read it on your Kindle device, PC, phones or tablets. Use features like bookmarks, note taking and highlighting while reading Service Profit Chain: How Leading Companies Link Profit and Growth to .
James L. Heskett - Wikipedia ~ Early life. James L. Heskett earned a PhD from the Stanford Graduate School of Business.. Career. Heskett first taught at the Ohio State University. In 1965, he joined the faculty at the Harvard Business School. He has also been the senior associate dean for educational programs at the HBS. In this capacity, he helped reduce the workload for MBAs, on the assumption that they had previously .
[Read] Grow: How Ideals Power Growth and Profit at the ~ They dominate their categories, create new categories and maximize profit in the long term.Pulling from a unique ten year growth study involving 50,000 brands, Jim Stengel shows how the world's 50 best businesses--as diverse as Method, Red Bull, Lindt, Petrobras, Samsung, Discovery Communications, Visa, Zappos, and Innocent--have a cause and effect relationship between financial performance .
Concepts of Customer Value / SpringerLink ~ Using a customer-value based approach to CRM, profits for the company as well as the satisfaction of their customers can be increased in the long run. Subsequently, the underlying processes are illustrated using the Satisfaction-Loyalty-Profit Chain (SPC). We explain why delivering value to the customers in the end translates to value for the firm. Moreover, we describe the different .
The Integrated Internal-External Satisfaction Mirror ~ The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. New York: Free Press. Google Scholar. Homburg, C., and R.M Stock. 2005. “Exploring the Conditions Under which Salesperson Work Satisfaction can Lead to Customer Satisfaction.” Psychology & Marketing 22 (5): 393–420. CrossRef Google Scholar. Latane, B. 1981. “The Psychology of .