Putting the Service-Profit Chain to Work

19943,575 citationsJournal Article

Authors

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 integrate those measures into a comprehensive service picture.

Topics & Keywords

Service and Product Innovation

UN Sustainable Development Goals

Decent work and economic growth

Publication Details

Published in: Harvard business review

Volume 72, Issue 2, pp. 164-170

Field-Weighted Citation Impact: 69.04

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