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searching for Service–profit chain 8 found (13 total)

Industrialization of services business model (345 words) [view diff] no match in snippet view article find links to article

characteristics of customers. Subsequently, scholars developed the service-profit-chain concept to understand how employees and customers interact to create

James L. Heskett (462 words) [view diff] no match in snippet view article find links to article

James L.; Sasser, W. Earl; Schlesinger, Leonard A. (1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction

Leonard Schlesinger (2,727 words) [view diff] no match in snippet view article find links to article

Press, 2003. Heskett, J., W. E. Sasser Jr., and L. Schlesinger. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction

Gary Loveman (2,305 words) [view diff] case mismatch in snippet view article find links to article

consultant after a 1994 paper he co-authored, titled "Putting the Service-Profit Chain to Work", attracted the attention of companies including Disney,

David Maister (893 words) [view diff] no match in snippet view article find links to article

performance. Others had discussed these links before (e.g., The Service Profit Chain by James L. Heskett, W. Earl Sasser, and Leonard A. Schlesinger,

Strategic management (14,878 words) [view diff] no match in snippet view article find links to article

diagramming, service charting, Total Customer Service (TCS), the service profit chain, service gaps analysis, the service encounter, strategic service

Services marketing (11,949 words) [view diff] no match in snippet view article find links to article

employees and customers. Scholars have developed the concept of service-profit-chain to understand how customers and firms interact with each other in

Christian Homburg (881 words) [view diff] no match in snippet view article find links to article

Homburg, J. Wieseke, W. D. Hoyer (2009), Social Identity and the Service - Profit Chain, Journal of Marketing, 73, 3, 38-54. Ch. Homburg, M. Droll, D. Totzek