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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 excellent book for these in the service industr. Most read for new managers of any industry.Published 29 days ago by LaRhonda J. Williams
This is a very complete book about this model, I think that it provides valuable information and examples about the subjetc.Published 8 months 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 12 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 on December 14, 2012 by Amazon Customer
Let you know how important the value that a customer gives to a product and service, impact directly to your profits and how important is to work on satisfaction for both client... Read morePublished on September 6, 2012 by Rod
The multiple examples that use about 50% of the book's volumes are lengthy, tedious and at times redundant. Read morePublished on December 29, 2010 by IraqiInAmerica
I use this book as text for a Quality Service course in a Master of Science Program (Master in Science in Quality and Productivity). Read morePublished on September 13, 2009 by Angel Velez Chong