Politeness at Work

Adrian Furnham

A chapter in Management Intelligence, 2008, pp 153-154 from Palgrave Macmillan

Abstract: Abstract The idea of the service–profit chain was simple. Good management led to satisfied staff, who performed great service that led to repeat custom that ensured profitability. Or something like that. What the model tried to do was explain the process by which a non-customer-facing manager had a direct impact on the bottom line in service businesses.

Keywords: Emotional Intelligence; Service Business; Restorative Justice; Service Staff; Repeat Custom (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-22743-9_52

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DOI: 10.1057/9780230227439_52

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