The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value /
by Heskett, James L; Sasser, W. Earl; Schlesinger, Leonard A.
Material type:
BookPublisher: New York : Free Press, c1997Description: xvii, 301 p. : ill. ; 25 cm.ISBN: 0684832569; 9780684832562.Subject(s): Customer services | Consumer satisfaction | Employee loyalty | Industrial productivity
| Item type | Location | Call number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|
 Book |
Lee Yan Fong Library
Library Collection
Lee Yan Fong Library |
HF5415.5 H47 1997 (Browse shelf) | Available | 00009860 |
Total holds: 0
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| HF5415.5 E895 2012 Powerful phrases for effective customer service : | HF5415.5 G356 2012 The Apple experience : | HF5415.5 G867 2013 Organizational schizophrenia : | HF5415.5 H47 1997 The service profit chain : | HF5415.5 H55 2012 Fans not customers : | HF5415.5 K859 2012 Customer relationship management : | HF5415.5 L33 2013 Social CRM for dummies. |
Includes bibliographical references and index.
Hong Kong Nang Yan College of Higher Education
Lee Yan Fong Library
325-329 Lai Chi Kok Road, Shamshuipo, Kowloon, HONG KONG
Lee Yan Fong Library
325-329 Lai Chi Kok Road, Shamshuipo, Kowloon, HONG KONG