The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (Цепочка создания прибыли в сфере услуг: как ведущие компании связывают прибыль и рост с…

By James L. Heskett, W. E. Sasser, Leonard A. Schlesinger. 2014

830 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/1f7825d8d4a41caaedd9e9f436d1b1d3d62d087f

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Yany Grégoire
2. R. Fisher
3. R. Johnston
4. A. Dean
5. Katja Gelbrich
6. Pao-Tiao Chuang
7. Marko Sarstedt
8. J. Dawes

In Organizational Behavior and Human Resource Management

1. Yany Grégoire
2. R. Fisher
3. R. Johnston
4. J. Milliman
5. A. Dean
6. Marko Sarstedt
7. B. S. Pawar
8. N. Bowling

Citations in the corpus

• The service concept: the missing link in service design research? (2002, background): “Service recovery design has emerged as a critical aspect of service design research, because ROI in service recovery can exceed 100% (Heskett et al., 1997).”
• Workplace spirituality and employee work attitudes: An exploratory empirical assessment (2003, result): “As such, this investigation supports the findings from a number of other applied studies, such as Collins and Porras’s (1994) Built To Last, The Service Profit Chain (Heskett et al., 1997), and best companies to work for (Grant, 1998).”