Service Profit Chain

ISBN-10: 0684832569

ISBN-13: 9780684832562

Edition: 1997

List price: $32.50 Buy it from $0.69
30 day, 100% satisfaction guarantee

If an item you ordered from TextbookRush does not meet your expectations due to an error on our part, simply fill out a return request and then return it by mail within 30 days of ordering it for a full refund of item cost.

Learn more about our returns policy


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.
Used Starting from $0.69
New Starting from $25.10
what's this?
Rush Rewards U
Members Receive:
You have reached 400 XP and carrot coins. That is the daily max!
Study Briefs

Limited time offer: Get the first one free! (?)

All the information you need in one place! Each Study Brief is a summary of one specific subject; facts, figures, and explanations to help you learn faster.

Add to cart
Study Briefs
Business Ethics Online content $4.95 $1.99
Add to cart
Study Briefs
Business Law Online content $4.95 $1.99
Add to cart
Study Briefs
Management Online content $4.95 $1.99
Customers also bought

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

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
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
Related Sales of New Products and Services
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
Free shipping on orders over $35*

*A minimum purchase of $35 is required. Shipping is provided via FedEx SmartPost® and FedEx Express Saver®. Average delivery time is 1 – 5 business days, but is not guaranteed in that timeframe. Also allow 1 - 2 days for processing. Free shipping is eligible only in the continental United States and excludes Hawaii, Alaska and Puerto Rico. FedEx service marks used by permission."Marketplace" orders are not eligible for free or discounted shipping.

Learn more about the TextbookRush Marketplace.