Harvard business review · 1994 · 3.6K citations · 0 references
ManagementStrategic ManagementService OperationsServices MarketingCustomer Service ManagementFrontline Service ManagementService Performance MeasurementService StrategyService-level ManagementFrontline Service OperationsFrontline Service PerformanceService ExcellenceService Profit Chain
Outstanding service organizations focus on customers and frontline workers. The service-profit chain puts hard values on soft measures, helping managers quantify their investments in people and then integrate those measures into a comprehensive service picture.