Service–profit Chain - Wikipedia

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Appearance move to sidebar hide From Wikipedia, the free encyclopedia Concept which links employee satisfaction to customer loyalty and profitability
iconThis article needs additional citations for verification. Please help improve this article by adding citations to reliable sources. Unsourced material may be challenged and removed.Find sources: "Service–profit chain" – news · newspapers · books · scholar · JSTOR (February 2011) (Learn how and when to remove this message)

The service–profit chain is the central concept in a theory of business management which links employee satisfaction to customer loyalty and profitability. It was proposed in an article in the Harvard Business Review in 1994 by James L. Heskett, W. Earl Sasser, and Leonard Schlesinger,[1] and was later the subject of the book The Service Profit Chain – How Leading Companies Link Profit and Growth To Loyalty, Satisfaction and Value, published in 1997 by three of the same authors.[2]

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  • Customer knowledge

References

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  1. ^ James L. Heskett, W. Earl Sasser, Leonard Schlesinger The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. New York: The Free Press, 1997.
  2. ^ James L. Heskett, W. Earl Sasser. (1997). The Service Profit Chain. New York: Free Press.
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