Abstract
The service-profit chain “theory” first published as a Harvard Business School Review paper, and later as a successful book, was based on a causal chain model that led from customer satisfaction to profit.
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© 2011 Adrian Furnham
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Furnham, A. (2011). How management style leads directly to profit and loss. In: Managing People in a Downturn. Palgrave Macmillan, London. https://doi.org/10.1057/9780230307209_32
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DOI: https://doi.org/10.1057/9780230307209_32
Publisher Name: Palgrave Macmillan, London
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