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The Service Profit Chain

4.11  ·  Rating Details  ·  56 Ratings  ·  6 Reviews
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 profu
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Hardcover, 320 pages
Published April 10th 1997 by Free Press (first published September 17th 1990)
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kareem
Aug 27, 2007 kareem rated it it was amazing
original review:
http://www.reemer.com/archives/2005/0...

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
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Jake Berlin
Aug 17, 2014 Jake Berlin rated it liked it
Shelves: business
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.
Steve Condrey
Nov 25, 2015 Steve Condrey rated it really liked it  ·  review of another edition
Good information, but needs editing!

This reference is a bit dated but the case studies given herein are valuable examples of how customer service can boost an organization's market position. Unfortunately the author goes back to the well on the same few case studies repeatedly. This is a book that could stand some better editing in a much needed updated edition.
Edilson
Jun 24, 2016 Edilson rated it it was amazing
Os autores fornecem uma plataforma estratégica para a gestão da cadeia de serviços demonstrando os relacionamentos existentes entre fidelização/satisfação de clientes/funcionários, com consequente aumento da lucratividade (nas dezenas de empresas estudadas pelos autores houve valorização das ações em torno de 150%).

A tese principal baseia-se no efeito-espelho: Funcionários satisfeitos, leais e engajados serão capazes de produzir clientes satisfeitos, leais e engajados.

Lançado em 1997, mas aind
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Cameron
Jan 27, 2008 Cameron rated it really liked it
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.
Jess
Sep 16, 2009 Jess rated it liked it
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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