Service success
James L. Heskett
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Service success
by James L. Heskett, Jeffrey F. Rayport, Harvard Business School Publishing Corporation
Published
2003
Publisher
Harvard Business School Pub.
Pages
1
Description
Developing excellent service relationships is key to attracting and retaining customers. However, good service goes beyond interacting pleasantly with customers. The Service Profit Chain is a framework that demonstrates how loyal employees and satisfied customers can lead to substantial growth for an organization. With Service Success, you will further develop employees, improve your service capability, and ultimately contribute to your organization's bottom line. After completing the eLearning program Service Success, you will be able to analyze customer needs and understand how to close the gap between what customers value and what you provide; understand the three R's of loyalty economics: Retention, Related Sales, and Referrals; experience improved capability and job satisfaction; skillfully gather and analyze customer information; calculate the lifetime value of a customer and the cost of employee turnover; target, attract, and retain your most valuable customers; and improve customer satisfaction and loyalty. This program is based on the research and analysis by the Harvard Business School Service Management Group, including professors James Heskett and Jeffrey Rayport.
Subjects
Frequently Asked Questions
How many pages are in Service success?
This edition of Service success has approximately 1 pages. Please note, this is an estimate and the exact page count can vary between hardcover, paperback, and e-book versions.
How long does it take to read Service success?
For most readers, Service success typically takes between 1m and 1m to complete. This is based on the book's length of approximately 250 words and common reading speeds.
Here's a detailed breakdown: • Continuous reading at 250 WPM: approximately 1m of focused reading • Casual reading (30 minutes/day): you could finish in roughly 1 day • Estimated word count: 250 words
Your individual reading time will vary based on your personal reading pace, the amount of daily reading time, and your familiarity with the subject matter.
What is the word count of Service success?
The estimated word count for Service success is approximately 250 words. This figure is calculated using industry-standard methods that consider genre-specific word density patterns, typical formatting and layout characteristics, and standard words-per-page ratios for published books.
This is an approximation — actual word count may vary based on font size, formatting, edition, and the presence of illustrations or charts.
Who is the author of Service success?
Service success was written by James L. Heskett, Jeffrey F. Rayport, Harvard Business School Publishing Corporation.
When was Service success published?
The publication date for this specific edition is 2003. The original work may have been published on a different date.