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Title: The SERVICE PROFIT CHAIN by James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger ISBN: 0-684-83256-9 Publisher: Free Press Pub. Date: 10 April, 1997 Format: Hardcover Volumes: 1 List Price(USD): $32.50 |
Average Customer Rating: 5 (4 reviews)
Rating: 5
Summary: A Mandatory Reading for All Service Industry Executives
Comment: 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 service industries won't have to keep trading off employee satisfaction in order to achieve customer sastisfaction, and customer satisfaction won't be viewed as a cost factor and a drag on profit growth. Service companies that just don't understand these concepts won't be around for long! As we embark into the e-commerce age, service and technology companies that can quickly apply these concepts within their business models (where there is no direct, face-to-face, contact with the customers) will build a truely competitive advantage. Let's review the successful ecommerce companies in 5 years, and see how many have adopted the principles in "The Service Profit Chain."
Rating: 5
Summary: An excellent approach to designing a company
Comment: I think the authors provide a powerful and empirical approach to designing and analyzing a service organization for success. The recommendations are not always intuitive nor easy to implement, but, based on my experience in several industries, I think they are nearly always correct. With a partner, I am starting a own company and have read this book twice very carefully, with lots of notes in the margins, to make sure we do the important things well.
Rating: 5
Summary: A Benchmark in Customer Value Management
Comment: This is the type of book that can change an entire corporate vision. The authors are meticulous in presenting their philosophy, and back every word with carefully researched examples from best practice companies. Unlike many of the "quick read" publications that present a superficial view of service (particularly from a marketing perspective), this book is clearly the result of several years work in the field. Every corporate manager who is serious about customer value management needs to take some time out to study the Service Profit Chain.
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