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A bad point: the Typographical Structure is not good as the contents and a cross topics index would have been welcome.
The authors are meticulous in presenting their philosophy, and back every word with carefully researched examples from best practice companies.
Make employees happy, who in turn make customers happy, who in turn give you more business and you have a great top and bottom line.
This is a very complete book about this model, I think that it provides valuable information and examples about the subjetc.Published 2 days ago by Ramiro
This is a good book for business purposes. It was bought for work and everyone who read it really enjoyed it.Published 4 months ago by rai9813
The Kindle edition of this book is crippled as the key charts and graphics, including the complex graphic supporting the Service Profit Chain, are essentially unreadable on either... Read morePublished 20 months ago by Amazon Customer
A practical book on important topics to make money through services.
Pertinent examples and well designed links between Employees satisfaction/loyalty, customer... Read more
A must read book if you are working in the service industry. Heskett, Sasser and Schlesinger all from the Harvard Business School, have put together a great book. Read morePublished on March 6, 2008 by Jim Kayalar, CMC