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Service Profit Chain

4.03 of 5 stars 4.03  ·  rating details  ·  39 ratings  ·  4 reviews
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. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinge ...more
ebook, 320 pages
Published April 10th 1997 by Free Press (first published September 17th 1990)
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original review:

I read this book for the Creative Good Fellows program, and despite Phil Terry's ravings about how good this book is, I was not really looking forward to it. Turns out I should have taken my kindergarten teacher's advice and not judged The Service Profit Chain to be yet another boring business book based on its generic cover.

The Service Profit Chain lays out a connection that is relevant to any service organization: a measurable set of rela
Jake Berlin
the core message of the book -- that growth and profits are caused by customer loyalty, which are caused by customer satisfaction, which is caused by value and results delivered, which are caused by employee latitude to deliver, which also creates employee satisfaction -- is sound and compelling, but there are also a number of tangents that don't feel totally relevant, and there's probably more repetition than is necessary.
Jan 27, 2008 Cameron rated it 4 of 5 stars  ·  review of another edition
Recommends it for: biz people in a service industry
This does a great job of breaking down all of the systems that contribute to a service business' success (albeit in dry, academic prose). I think anyone who has a service business and wants to think about it on a broad, systems level, will find this book very useful. It is more of a philosophy, however, than a book of specific, useful solutions, so if that is what you are looking for, this is not the book for you.
I read this for work. Pretty interesting, except a bit outdated in some ways, like talking about how great these new Automatic Teller Machines are!
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The Science of Delight: How to Build Organizations That Win Through Customer and Employee Engagement The Culture Cycle: How to Shape the Unseen Force That Transforms Performance The Ownership Quotient The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees Service Profit Chain

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