Putting The Service-Profit Chain To Work - Harvard Business Review

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SKIP TO CONTENTHarvard Business Review LogoSupply chain managementPutting the Service-Profit Chain to Work

by James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr. and Leonard A. Schlesinger

From the Magazine (July–August 2008)
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♦ UPDATE: Learn about companies that are applying this timeless advice today.

A version of this article appeared in the July–August 2008 issue of Harvard Business Review.James L. Heskett is a Baker Foundation Professor, Emeritus, of Harvard Business School, in Boston, and a coauthor, with W. Earl Sasser, Jr., and Joe Wheeler, of The Ownership Quotient: Putting the Service-Profit Chain to Work for Unbeatable Competitive Advantage, forthcoming from Harvard Business Press.Thomas O. Jones is the president of eLanes, in Andover, Massachusetts.Gary W. Loveman is a senior lecturer at Harvard Business School and the CEO of the health technology company Well. He previously served as the chairman and CEO of Caesars Entertainment.W. Earl Sasser, Jr. , is a Baker Foundation Professor at Harvard Business School.Leonard A. Schlesinger is the Baker Foundation Professor at Harvard Business School, where he serves as chair of its practice-based faculty.
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