The Service Profit Chain

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


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.


Financial Performance Customer Commitment Mirror Effect Service Encounter Access Cost 
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Copyright information

© Springer Science+Business Media, LLC 2010

Authors and Affiliations

  1. 1.Harvard Business SchoolBostonUSA

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