Goodreads helps you keep track of books you want to read.
Start by marking “The Service Profit Chain” as Want to Read:
The Service Profit Chain
Enlarge cover
Rate this book
Clear rating
Open Preview

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
Hardcover, 320 pages
Published April 10th 1997 by Free Press (first published September 17th 1990)
More Details... edit details

Friend Reviews

To see what your friends thought of this book, please sign up.

Reader Q&A

To ask other readers questions about The Service Profit Chain, please sign up.

Be the first to ask a question about The Service Profit Chain

This book is not yet featured on Listopia. Add this book to your favorite list »

Community Reviews

(showing 1-30 of 154)
filter  |  sort: default (?)  |  Rating Details
Aug 27, 2007 kareem rated it it was amazing
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
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.
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
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.
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!
Mohamed Ezzeldin
Mohamed Ezzeldin rated it really liked it
Jun 25, 2016
Desira marked it as to-read
Jun 13, 2016
Tina marked it as to-read
Apr 24, 2016
Silvio marked it as to-read
Apr 24, 2016
Chanelteo marked it as to-read
Apr 16, 2016
Alan added it
Apr 01, 2016
Steve Pan
Steve Pan marked it as to-read
Mar 29, 2016
Rachel Martino
Rachel Martino marked it as to-read
Feb 17, 2016
John Milton
John Milton marked it as to-read
Feb 15, 2016
Mike Overby
Mike Overby rated it liked it
Feb 05, 2016
Matthew Forzan
Matthew Forzan marked it as to-read
Jan 28, 2016
Hoàng Hải
Hoàng Hải marked it as to-read
Jan 28, 2016
Abel rated it liked it
Jan 22, 2016
António Belo
António Belo marked it as to-read
Apr 07, 2016
Mark Heap
Mark Heap rated it liked it
Dec 24, 2015
Michael Wilson
Michael Wilson rated it it was amazing
Dec 24, 2015
David Moody
David Moody rated it really liked it
Dec 15, 2015
Juan Moran
Juan Moran rated it it was amazing
Dec 01, 2015
Yeung Kwok Hung
Yeung Kwok Hung rated it it was amazing
Nov 17, 2015
Justin added it
Nov 13, 2015
« previous 1 3 4 5 6 next »
There are no discussion topics on this book yet. Be the first to start one »

Share This Book