Heskett, James L.

The value profit chain : treat employees like customers and customers like employees / James L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger. - New York : Free Press, c2003. - xxii, 377 p. : ill ; 24 cm.

Includes bibliographical references and index.

Library Journal. Publisher's Weekly. Booklist.

Argues that by paying close attention to the employee-customer relationship, any organization can become a low-cost provider and achieve superior results.

Adult Follett Library Resources.

0743225694

2002027162


Customer services.
Consumer satisfaction.
Organizational effectiveness.
Communication in marketing.
Employee loyalty.
Customer services.
Consumers.
Satisfaction.
Management.
Communication.
Marketing.
Loyalty.

HF5415.5 / .H473 2003

658.8/12