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9780684832562 - The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value von Sasser Jr., W. Earl; Schlesinger, Leonard A.; Heskett... (25 Ergebnisse)
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Verkäuferbewertung
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The Service Profit Chain: How
Anbieter: World of Books (was SecondSale), Montgomery, IL, USA
Verkäuferbewertung 5 von 5 Sternen
Zustand: Very Good. Item in very good condition! Textbooks may not include supplemental items i.e. CDs, access codes etc.
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The Service Profit Chain: How
Anbieter: World of Books (was SecondSale), Montgomery, IL, USA
Verkäuferbewertung 5 von 5 Sternen
Zustand: Good. Item in good condition. Textbooks may not include supplemental items i.e. CDs, access codes etc.
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The Service Profit Chain
Anbieter: Better World Books, Mishawaka, IN, USA
Verkäuferbewertung 5 von 5 Sternen
Zustand: Good. Former library copy. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.
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The Service Profit Chain
Anbieter: Better World Books, Mishawaka, IN, USA
Verkäuferbewertung 5 von 5 Sternen
Zustand: Very Good. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.
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The Service Profit Chain
Anbieter: Better World Books, Mishawaka, IN, USA
Verkäuferbewertung 5 von 5 Sternen
Zustand: Good. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.
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Hardcover. Zustand: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less.
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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
Anbieter: ThriftBooks-Dallas, Dallas, TX, USA
Verkäuferbewertung 5 von 5 Sternen
Hardcover. Zustand: Very Good. No Jacket. Former library book; May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less.
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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
Anbieter: ThriftBooks-Dallas, Dallas, TX, USA
Verkäuferbewertung 5 von 5 Sternen
Hardcover. Zustand: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less.
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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
Anbieter: ThriftBooks-Atlanta, AUSTELL, GA, USA
Verkäuferbewertung 5 von 5 Sternen
Hardcover. Zustand: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less.
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The Service Profit Chain
Anbieter: Wonder Book, Frederick, MD, USA
Verkäuferbewertung 5 von 5 Sternen
Zustand: As New. Like New condition. Like New dust jacket. A near perfect copy that may have very minor cosmetic defects.
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The Service Profit Chain
Anbieter: Wonder Book, Frederick, MD, USA
Verkäuferbewertung 5 von 5 Sternen
Signiert
Zustand: Good. Signed Copy . Good dust jacket. Signed by Schlesinger on front endpage.
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The Service Profit Chain
Anbieter: Wonder Book, Frederick, MD, USA
Verkäuferbewertung 5 von 5 Sternen
Zustand: Very Good. Very Good condition. Very Good dust jacket. A copy that may have a few cosmetic defects. May also contain light spine creasing or a few markings such as an owner's name, short gifter's inscription or light stamp.
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The Service Profit Chain
Anbieter: Wonder Book, Frederick, MD, USA
Verkäuferbewertung 5 von 5 Sternen
Signiert
Zustand: Fair. Signed Copy . No Dust Jacket Signed/Inscribed by authors on front endpage. Highlighting inside. (personnel management).
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The Service Profit Chain
Sprache: Englisch
Verlag: Free Press (edition Illustrated), 1997
ISBN 10: 0684832569 ISBN 13: 9780684832562
Hardcover. Zustand: Very Good. Illustrated. With dust jacket. It's a well-cared-for item that has seen limited use. The item may show minor signs of wear. All the text is legible, with all pages included. It may have slight markings and/or highlighting.
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The Service Profit Chain
Anbieter: Better World Books Ltd, Dunfermline, Vereinigtes Königreich
Verkäuferbewertung 5 von 5 Sternen
EUR 5,62
EUR 5,79 Versand
Versand von Vereinigtes Königreich nach USAAnzahl: 2 verfügbar
In den WarenkorbZustand: Very Good. Former library copy. Pages intact with possible writing/highlighting. Binding strong with minor wear. Dust jackets/supplements may not be included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.
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The Service Profit Chain
Anbieter: Better World Books Ltd, Dunfermline, Vereinigtes Königreich
Verkäuferbewertung 5 von 5 Sternen
EUR 5,62
EUR 5,79 Versand
Versand von Vereinigtes Königreich nach USAAnzahl: 1 verfügbar
In den WarenkorbZustand: Good. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.
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The Service Profit Chain
Anbieter: Better World Books Ltd, Dunfermline, Vereinigtes Königreich
Verkäuferbewertung 5 von 5 Sternen
EUR 5,62
EUR 5,79 Versand
Versand von Vereinigtes Königreich nach USAAnzahl: 1 verfügbar
In den WarenkorbZustand: Good. Former library copy. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good.
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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
Sprache: Englisch
Verlag: Simon & Schuster, United States, New York, 1997
ISBN 10: 0684832569 ISBN 13: 9780684832562
Anbieter: WorldofBooks, Goring-By-Sea, WS, Vereinigtes Königreich
Verkäuferbewertung 5 von 5 Sternen
EUR 5,20
EUR 6,48 Versand
Versand von Vereinigtes Königreich nach USAAnzahl: 4 verfügbar
In den WarenkorbPaperback. Zustand: Very Good. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged.
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The Service Profit Chain
Anbieter: Kennys Bookstore, Olney, MD, USA
Verkäuferbewertung 5 von 5 Sternen
Zustand: Very Good. 1997. hardcover. Good clean copy with minor shelfwear. DJ has some minor nicks and tears, remains very good. . . . . Books ship from the US and Ireland.
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The Service Profit Chain
Anbieter: Kennys Bookshop and Art Galleries Ltd., Galway, GY, Irland
Verkäuferbewertung 5 von 5 Sternen
Zustand: Very Good. 1997. hardcover. Good clean copy with minor shelfwear. DJ has some minor nicks and tears, remains very good. . . . .
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Zustand: good. Befriedigend/Good: Durchschnittlich erhaltenes Buch bzw. Schutzumschlag mit Gebrauchsspuren, aber vollständigen Seiten. / Describes the average WORN book or dust jacket that has all the pages present.
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Zustand: very good. Gut/Very good: Buch bzw. Schutzumschlag mit wenigen Gebrauchsspuren an Einband, Schutzumschlag oder Seiten. / Describes a book or dust jacket that does show some signs of wear on either the binding, dust jacket or pages.
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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
Anbieter: Anybook.com, Lincoln, Vereinigtes Königreich
Verkäuferbewertung 5 von 5 Sternen
EUR 14,16
EUR 15,75 Versand
Versand von Vereinigtes Königreich nach USAAnzahl: 1 verfügbar
In den WarenkorbZustand: Fair. This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. Book contains pencil markings. In fair condition, suitable as a study copy. Dust jacket in poor condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,700grams, ISBN:9780684832562.
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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value
Anbieter: Anybook.com, Lincoln, Vereinigtes Königreich
Verkäuferbewertung 5 von 5 Sternen
EUR 15,56
EUR 15,75 Versand
Versand von Vereinigtes Königreich nach USAAnzahl: 1 verfügbar
In den WarenkorbZustand: Good. This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. Clean from markings. In good all round condition. Dust jacket in good condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,600grams, ISBN:9780684832562.
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The Service Profit Chain. How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
Anbieter: Sigrun Wuertele buchgenie_de, Altenburg, Deutschland
Verkäuferbewertung 5 von 5 Sternen
Zustand: Sehr gut - gebraucht. Gebundene Ausgabe Sehr guter Zustand, ohne Namenseintrag, gebrauchter Original-Schutzumschlag Zustand: 2, Sehr gut - gebraucht, Gebundene Ausgabe Free Press , 1997 , The Service Profit Chain. How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value, W. Earl Sasser Jr., Leonard A. Schlesinger, James L. Heskett.
