The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Profitability

摘要

Since its introduction in the 1990s, the "service profit chain" concept has been positively and widely received by industry and academia alike. Simply stated, the "service profit chain" advocates a mirror relationship between employee and customer satisfaction that can drive profits: i.e. value leads to customer satisfaction that creates customer loyalty, which in turn drives profitability and growth.