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Date : 1997-04-10

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Service Profit Chain How It Works Why You Should Care ~ The ServiceProfit Chain is a theory and business model evolved by a group of researchers from Harvard University in the nineties It establishes relationships between profitability customer loyalty employee satisfaction loyalty and productivity Profit and growth are stimulated primarily by customer loyalty

The Service Profit Chain James L Heskett W Earl Sasser ~ Service profit chain management provides the means for implementing a strategic service vision The two concepts are complementary as suggested in Figure 142 on page 254 Both reflect an important objective of achieving market operating and human resource focus around a service concept that delivers results that customers desire

Putting the ServiceProfit Chain to Work ~ The serviceprofit chain developed from analyses of successful service organizations puts “hard” values on “soft” measures It helps managers target new investments to develop service and satisfaction levels for maximum competitive impact widening the gap between service leaders and their merely good competitors

The 3 key elements of The Service Profit Chain – Mike Hohnen ~ The serviceprofit chain shows the relationships between profitabilitygrowth customer loyalty value and employee satisfaction loyalty and productivity Successful service managers pay attention to the factors that drive profitability and growth investment in people technology that supports frontline workers revamped recruiting and training practices at every level

What is the ServiceProfit Chain Aspects of the Service ~ The service profit chain is as follows Level 1 Employee Support and Enabling Policies At the top of the chain is the idea of services reward programs policies etc that benefit the employee and lead to a stronger workplace

Service Profit Chain a great strategy tool ToolsHero ~ The Service Profit Chain shows that a company’s profitability and growth are a result of customer and employee satisfaction The model consists of sequential links that lead to success Each link consists of socalled KPIs Key Performance Indicators

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

Service Profit Chain Institute ~ Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance Now The Ownership Quotient reveals the next generation of the chain customer and employee owners of your business

Putting the ServiceProfit Chain to Work Harvard ~ The serviceprofit chain is also defined by a special kind of leadership CEOs of exemplary service companies emphasize the importance of each employee and customer