Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
To get the free app, enter your email address or mobile phone number.
The Service Profit Chain Hardcover – April 10, 1997
|New from||Used from|
Top 20 lists in Books
View the top 20 best sellers of all time, the most reviewed books of all time and some of our editors' favorite picks. Learn more
Frequently Bought Together
Customers Who Bought This Item Also Bought
C. William Pollard Chairman, The Servicemaster Company Profit and service do mix. Jim Heskett, Earl Sasser and Len Schlesinger have provided a systematic way for us to understand the link. The examples that the authors draw from their studies and experiences make the book come alive -- it is a real learning experience.
John B. McCoy Chairman and CEO, Banc One Corporation Unveils a great model that managers can use to maximize both customer loyalty and profit. It links an action plan for managing all elements of a business with a thorough process for measuring results.
David H. Maister Author of Managing the Professional Service Firm and True Professionalism If you read only one book on service industry management, this is the one to read -- and to re-read. The simple but powerful framework integrates numerous insights covering a wide range of service industry topics.
Leonard Berry Professor of Marketing and JCPenney Professor of Retailing Studies, Texas A&M University, Author of On Great Service and Marketing Services The authors effectively integrate their wide body of research and thinking into an incisive framework for organizational leadership.
Discover books for all types of engineers, auto enthusiasts, and much more. Learn more
More About the AuthorsDiscover books, learn about writers, read author blogs, and more.
Top Customer Reviews
If you want to truly achieve - distinctive and sustained levels of service, lower total costs, higher everyday margins, and happier, more loyal employees and customers, then this book is for you. It is well written and organized, but it is a process book instead of one with a lot of quick-fix, anecdotal stories that have been unproductively popular for too long. You will have to work intellectually to get through this book, but you will be conceptually re-oriented down the right path towards true competitive advantage.
The book does update and improve on the authors' own research and publishing - notably Heskett's book entitled "Service Breakthroughs" (Free Press, 1990). In the "what's new" department, what I liked best was the third part of the book sub-titled "Putting It All Together". To go from a top-down, financial management company to a bottom-up, service excellence performer takes a total transformation starting with the dated, unspoken core assumptions or beliefs of the CEO. The authors illustrate with case studies that big change is necessary for big gain, but it most often will involve some big pain. They do an excellent job, however, of preparing the would be change artist for the transformational bumps ahead.
D. Bruce Merrifield, Jr email@example.com [...]
Pertinent examples and well designed links between Employees satisfaction/loyalty, customer satisfaction/loyalti, growth stability, operating strategies: to put it bluntly, results don't come by chance!
A bad point: the Typographical Structure is not good as the contents and a cross topics index would have been welcome.
Most Recent Customer Reviews
This reference is a bit dated but the case studies given herein are valuable examples of how customer service can boost an organization's market position. Read morePublished 2 months ago by Steve Condrey
This is a excellent book for these in the service industr. Most read for new managers of any industry.Published 10 months 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 17 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 21 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