Abstract:Outstanding service organizations focus on customers and frontline workers. The service-profit chain puts hard values on soft measures, helping managers quantify their investments in people and then i...Outstanding service organizations focus on customers and frontline workers. The service-profit chain puts hard values on soft measures, helping managers quantify their investments in people and then integrate those measures into a comprehensive service picture.Read More
Publication Year: 1994
Publication Date: 1994-03-01
Language: en
Type: article
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Cited By Count: 3722
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