The Service Profit Chain
作者： James L. Heskett , W. Earl Sasser
DOI:
关键词: Customer commitment 、 Process management 、 Business 、 Manufacturing management 、 Financial performance 、 Set (psychology) 、 Service–profit chain 、 Service management 、 Service (business) 、 Mirror effect
摘要: Prior to the establishment of first formal courses in service management early 1970s, little research had been carried out examine properties activities that distinguished them from more-extensively examined manufacturing organizations. While traditional techniques were invaluable managers, it was quickly discovered managers contend with a set problems tools could not solve.
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