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The Service Profit Chain

From Satisfaction to Ownership
  • James L. Heskett
  • W. Earl SasserJr
Chapter
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)

Abstract

Prior to the establishment of the first formal courses in service management in the early 1970s, little research had been carried out to examine the properties of service activities that distinguished them from more-extensively examined activities of manufacturing organizations. While the traditional techniques of manufacturing management were invaluable to service managers, it was quickly discovered that service managers had to contend with a set of problems that the traditional tools could not solve.

Keywords

Financial Performance Customer Commitment Mirror Effect Service Encounter Access Cost 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer Science+Business Media, LLC 2010

Authors and Affiliations

  1. 1.Harvard Business SchoolBostonUSA

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