The Service profit chain : (Record no. 8183)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01945nam a2200217Ia 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | NULRC |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250520100552.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 250520s9999 xx 000 0 und d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 684832569 |
| 040 ## - CATALOGING SOURCE | |
| Transcribing agency | NULRC |
| 050 ## - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF 5415.5 .H47 1997 |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Heskett, James L. |
| Relator term | author |
| 245 #4 - TITLE STATEMENT | |
| Title | The Service profit chain : |
| Remainder of title | how leading companies link profit and growth to loyalty, satisfaction, and value / |
| Statement of responsibility, etc. | James L. Heskett |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | New York : |
| Name of publisher, distributor, etc. | N.Y. Free Press, |
| Date of publication, distribution, etc. | c1997 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xvii, 301 pages : |
| Other physical details | illustrations ; |
| Dimensions | 25 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc. note | Includes bibliographical references and index. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 1. Setting the Record Straight -- 2. Capitalizing on the Serice Profit Chain -- 3. Managing by the Customer Value Equation -- 4. Rethinking Marketing: Building Customer Loyalty -- 5. Attaining Total Customer Satisfaction: Not Whether but When -- 6. Managing the Customer-Employee "Satisfaction Mirror" -- 7. Building a Cycle of Capability -- 8. Developing Processes That Deliver Value -- 9. Designing Service Delivery Systems That Drive Quality, Productivity, and Value -- 10. Attaining Total Customer Satisfaction: Doing Things Right the Second Time -- 11. Measuring for Effective Management -- 12. Reengineering the Service Organization for Capability: Gains and Pains -- 13. Leading and Living Service Profit Chain Management -- 14. Auditing Service Profit Chain Management Success. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | PERSONNEL MANAGEMENT |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Library of Congress Classification |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection | Home library | Current library | Shelving location | Date acquired | Source of acquisition | Total checkouts | Full call number | Barcode | Date last seen | Copy number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Library of Congress Classification | Gen. Ed. - CBA | LRC - Annex II | National University - Manila | General Circulation | 11/14/2012 | Reaccessioned | GC HF 5415.5 .H47 1997 | NULIB000005942 | 05/20/2025 | c.1 | 05/20/2025 | Books |