Abstract
The service profit chain “theory” first published as a Harvard Business School Review paper and later as a successful book (Heskett et al. 1994), was based on a causal chain model which led from employee satisfaction to profit.
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Reference
Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. and Schelsinger, L.A. (1994) “Putting the Service Profit Chain to Work,” Harvard Business Review, March— April: 164–74.
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© 2012 Adrian Furnham
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Furnham, A. (2012). How management style leads directly to profit and loss. In: The Talented Manager. Palgrave Macmillan, London. https://doi.org/10.1057/9780230369764_29
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DOI: https://doi.org/10.1057/9780230369764_29
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