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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value [Hardcover]

James L. Heskett , W. Earl Sasser Jnr , Leonard A. Schlesinger
5.0 out of 5 stars  See all reviews (4 customer reviews)
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Book Description

2 Jun 1997
This is the product of research by a team of Harvard Business School authorities on service-firm management. It provides a model that managers should be able to use - with practical guidelines that have been implemented already by high-performing companies. Directly linking profit and growth not only to customer loyalty and satisfaction but to employee productivity, loyalty, and satisfaction, the authors lay out a step-by-step action plan for managing, marketing, hiring, delivering services, and assessing faults. With in-depth case studies that demonstrate how the best companies do it, this work aims to enable managers to unlock their true potential and secure a place at the forefront of their industry.


Product details

  • Hardcover: 320 pages
  • Publisher: Simon & Schuster (2 Jun 1997)
  • Language: English
  • ISBN-10: 0684832569
  • ISBN-13: 978-0684832562
  • Product Dimensions: 24.1 x 16.5 x 3 cm
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (4 customer reviews)
  • Amazon Bestsellers Rank: 399,468 in Books (See Top 100 in Books)
  • See Complete Table of Contents

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Review

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.

About the Author

James L. Heskett, is the UPS Foundation Professor of Business Logistics at the Harvard Business School. He is also co-author of "Service Breakthroughs, The Service Management Course, " and "Corporate Culture and Performance."

Inside This Book (Learn More)
First Sentence
How many of us have attended seminars or read recently written books that admonish us to: (1) treat customers like royalty, (2) exceed customers' expectations, (3) either seek low operating costs or some means of differentiating our businesses from competitors, and (4) assume that the customer is always right. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews

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Most Helpful Customer Reviews
8 of 8 people found the following review helpful
5.0 out of 5 stars the magnum opus for the service management field 11 Oct 1997
By A Customer
Format:Hardcover
As a former student of Heskett's and Sasser's in the early '70's, I have followed their research in the field of service management. As a student and consulting practioner of "high performance service management" for 18 years, I have over 50 books in my library on "service management" with publication dates going back to 1976. This book provides not only a refined summary of all of the best service management theories, but it breaks new ground as far as making a new service order happen within a business.
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 bruce@merrifield.com [...]
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1 of 1 people found the following review helpful
5.0 out of 5 stars A Benchmark in Customer Value Management 9 Mar 1999
By A Customer
Format:Hardcover
This is the type of book that can change an entire corporate vision. The authors are meticulous in presenting their philosophy, and back every word with carefully researched examples from best practice companies. Unlike many of the "quick read" publications that present a superficial view of service (particularly from a marketing perspective), this book is clearly the result of several years work in the field. Every corporate manager who is serious about customer value management needs to take some time out to study the Service Profit Chain.
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Was this review helpful to you?
5.0 out of 5 stars An excellent approach to designing a company 26 April 1999
By A Customer
Format:Hardcover
I think the authors provide a powerful and empirical approach to designing and analyzing a service organization for success. The recommendations are not always intuitive nor easy to implement, but, based on my experience in several industries, I think they are nearly always correct. With a partner, I am starting a own company and have read this book twice very carefully, with lots of notes in the margins, to make sure we do the important things well.
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Was this review helpful to you?
5.0 out of 5 stars The Service Profit Chain 18 April 2014
Format:Hardcover|Verified Purchase
Book required for University studies. Given that THIS was the EXACT book required I learned lots from it and it came in very useful when writing essays and reports, not only for one class but for several!
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Most Helpful Customer Reviews on Amazon.com (beta)
Amazon.com: 4.4 out of 5 stars  13 reviews
25 of 25 people found the following review helpful
5.0 out of 5 stars the magnum opus for the service management field 11 Oct 1997
By D. B. Merrifield - Published on Amazon.com
Format:Hardcover|Verified Purchase
As a former student of Heskett's and Sasser's in the early '70's, I have followed their research in the field of service management. As a student and consulting practioner of "high performance service management" for 18 years, I have over 50 books in my library on "service management" with publication dates going back to 1976. This book provides not only a refined summary of all of the best service management theories, but it breaks new ground as far as making a new service order happen within a business.
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 bruce@merrifield.com [...]
12 of 12 people found the following review helpful
5.0 out of 5 stars A Mandatory Reading for All Service Industry Executives 6 Sep 1999
By jsc_168@yahoo.com - Published on Amazon.com
Format:Hardcover
In "The Service Profit Chain," the author uses extensive case studies and empirical data to demonstrate how successful companies can achieve customer satisfaction, employee satisfaction, and at the same time, profit and customer growth. Too many companies are focused on the next quarterly earnings release that they don't ever see the lifetime value of their customers. Finally, managers at service industries won't have to keep trading off employee satisfaction in order to achieve customer sastisfaction, and customer satisfaction won't be viewed as a cost factor and a drag on profit growth. Service companies that just don't understand these concepts won't be around for long! As we embark into the e-commerce age, service and technology companies that can quickly apply these concepts within their business models (where there is no direct, face-to-face, contact with the customers) will build a truely competitive advantage. Let's review the successful ecommerce companies in 5 years, and see how many have adopted the principles in "The Service Profit Chain."
7 of 7 people found the following review helpful
5.0 out of 5 stars A Benchmark in Customer Value Management 9 Mar 1999
By cusack@worldnet.att.com - Michael Cusack, author of Online Customer Care - Published on Amazon.com
Format:Hardcover
This is the type of book that can change an entire corporate vision. The authors are meticulous in presenting their philosophy, and back every word with carefully researched examples from best practice companies. Unlike many of the "quick read" publications that present a superficial view of service (particularly from a marketing perspective), this book is clearly the result of several years work in the field. Every corporate manager who is serious about customer value management needs to take some time out to study the Service Profit Chain.
4 of 4 people found the following review helpful
5.0 out of 5 stars An excellent approach to designing a company 26 April 1999
By RickE - Published on Amazon.com
Format:Hardcover|Verified Purchase
I think the authors provide a powerful and empirical approach to designing and analyzing a service organization for success. The recommendations are not always intuitive nor easy to implement, but, based on my experience in several industries, I think they are nearly always correct. With a partner, I am starting a own company and have read this book twice very carefully, with lots of notes in the margins, to make sure we do the important things well.
5.0 out of 5 stars Customer specialization 6 Sep 2012
By Rod - Published on Amazon.com
Format:Kindle Edition|Verified Purchase
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 and employee.
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