The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value /

Heskett, James L,

The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr. [and] Leonard A. Schlesinger. - 301 páginas

0684832569


Lealtad del empleado.
Productividad industrial.
Satisfacción del cliente.
Servicio al cliente.

658.812 / H584s 1997

Con tecnología Koha