Putting the Service-Profit Chain to Work
Harvard business reviewPublished 1 March 1994
James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Leonard A. Schlesinger
Citations3,574
SJR quartileQ2
SJR score0.55
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Abstract
Outstanding service organizations focus on customers and frontline workers. The service-profit chain puts hard values on soft measures, helping managers quantify their investments in people and then integrate those measures into a comprehensive service picture.
Keywords
Business, Management and Accounting