Staff and customer satisfaction

Adrian Furnham

A chapter in Head & Heart Management, 2008, pp 178-180 from Palgrave Macmillan

Abstract: Abstract It is now around 20 years since the Profit Service Chain Model was published in the prestigious and ever-popular Harvard Business Review. It was called a chain because it documented various logical links between management style and practice to profitability.

Keywords: Customer Satisfaction; Customer Loyalty; Emotional Labor; Loyalty Scheme; Service Staff (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-59831-7_67

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DOI: 10.1057/9780230598317_67

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