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Putting the Service-Profit Chain to Work
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1994
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Customer SatisfactionService-profit ChainService ResearchService OrganizationsServices ManagementService StudyManagementBusinessService ScienceFrontline WorkersSupply Chain ManagementComprehensive Service PictureNot-for-profit Supply ChainHuman Resource ManagementMarketingIndustrial OrganizationService OperationsCustomer Service
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.