Service Profit Chain

ISBN-10: 0684832569
ISBN-13: 9780684832562
Edition: 1997
List price: $32.50 Buy it from $2.69
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Description: Going beyond anecdotal explanations of how the best service firms succeed, this book offers managers a usable model with practical guidelines that have already been implemented by such high-performing companies as American Express.

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Book details

List price: $32.50
Copyright year: 1997
Publisher: Free Press
Publication date: 4/10/1997
Binding: Hardcover
Pages: 320
Size: 6.50" wide x 9.50" long x 1.00" tall
Weight: 1.342
Language: English

Going beyond anecdotal explanations of how the best service firms succeed, this book offers managers a usable model with practical guidelines that have already been implemented by such high-performing companies as American Express.

Contents
Preface
The Service Profit Chain A Rationale For Excellence
Setting the Record Straight
A World of Misleading AdviceToo Much Advice out of Context
The Tyranny of the Tradeoff
Emphasis on Symptoms vs. Causes
The "Trivialization" of Service
Fixation on Service Process Quality
The Service Profit Chain and Our Search for Evidence
Heskett and the Strategic Service Vision
Sasser and Customer Loyalty
Schlesinger and Determinants of Employee and Customer Loyalty
The Service Profit Chain
The Centrality of Value
Quality as One Element of Value
Price Results, Costs, Price, Value, and Profit
Relationship to Service Profit Chain
What Difference Does It Make?
Spreading the Word
Capitalizing on the Service Profit Chain
The Service Profit Chain
Managing for Results at Southwest Airlines and American Express
Profit and Growth Are Linked to Customer Loyalty
Customer Loyalty Is Linked to Customer Satisfaction
Customer Satisfaction Is Linked to Service Value
Service Value Is Linked to Employee Productivity
Employee Productivity Is Linked to Loyalty
Employee Loyalty Is Linked to Employee Satisfaction
Employee Satisfaction Is Linked to Internal Quality of Work Life
Comprehensively Relating Links in the Chain
Implications of the Service Profit Chain for Management
Measuring Across Operating Units
Communicating Results of the Self-Appraisal
Developing a "Balanced Scorecard"
Designing Efforts to Enhance Performance
Tying Recognition and Rewards to Measures
Communicating Results
Encouraging Internal "Best Practice" Exchanges
Questions for Management
Getting on with the Job: An Important Caveat
Managing by the Customer Value Equation
The Customer Value Equation
Results Produced for Customers
Process Quality
Price and Acquisition Costs
Customer Value Equation Relationships
Managing by the Customer Value Equation: What It Requires
USA
A British Airways
Requirements of Those Who Manage by the Customer Value Equation
Linking the Strategic Service Vision and the Service Profit Chain
Questions for Management
Building Profit Chain Capability
Rethinking Marketing: Building Customer Loyalty
Defining the "New" Marketing: Adding the Three Rs to the Four Ps
Estimating the Lifetime Value of a Customer
Retention
Related Sales of New Products and Services
Referrals
Managing by the Three Rs
Measuring and Communicating the Lifetime Value of Customers
Identifying, Creating, and Enhancing Listening Posts
Recognizing and Creating Incentives to Build Customer Loyalty
Utilizing Customer Defections as Learning Opportunities Potential-Based Marketing
Identifying Share of Loyal Customers
Calculating Economic Impact of Customer Behavior Change
Lengthening Customer Relationships
Overall Impact of Potential-based Marketing
Implementing a Potential-based Marketing Effort
Mining Customer Data to Achieve Mass Customization
Achieving Mass Customization on a "Vertical" Data base
Achieving Mass Customization on a "Horizontal" Data base
Organizational Implications of the New Marketing
Questions for Management
Attaining Total Customer Satisfaction
Not Whether but When The Xerox Experience
The Total Customer Satisfaction Imperative
Relationship of Customer Satisfaction and Loyalty
Relationship of Customer Satisfaction and Profitability
Total Satisfaction for Captive Customers
The Importance of Focus
The Tyranny of Averages
Satisfying Targeted Segments
The Ultimate Source of Focus: Affinity Groups
Measuring Customer Satisfaction and Loyalty
Customer Surveys
Customer Feedback
Marketing Research
Feedback from Frontline Personnel
Complementarity of Methods
Addressing Customer Satisfaction at the Limits: Apostles and Terrorists
The Economics of the Extreme
Investing in Existing versus New

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