MARC record from Internet Archive

LEADER: 07083cam 22011294a 4500
001 ocm50155807
003 OCoLC
005 20220618055004.0
008 020628s2003 nyua b 001 0 eng
010 $a 2002027162
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020 $a0743225694
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020 $a9781476799988
020 $a1476799989
035 $a(OCoLC)50155807$z(OCoLC)52056044$z(OCoLC)63084415$z(OCoLC)316410193
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050 00 $aHF5415.5$b.H473 2003
082 00 $a658.8/12$221
084 $a85.40$2bcl
084 $aQP 620$2rvk
084 $aQQ 250$2rvk
100 1 $aHeskett, James L.
245 14 $aThe value profit chain :$btreat employees like customers and customers like employees /$cJames L. Heskett, W. Earl Sasser, Leonard A. Schlesinger.
260 $aNew York :$bFree Press,$c2003.
300 $axxii, 377 pages :$billustrations ;$c24 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references and index.
505 00 $gPart I$tAchieving Value-Centered Change$g1 --$gPart II$tGetting Management's Attention$g51 --$gPart III$tEngineering Value Profit Change$g109 --$gPart IV$tCementing the Gains$g223 --$gAppendix$tA Compendium of Value Profit Chain Research$g301 --$gAppendix B$tThe Value Profit Chain Audit$g318 --$gAppendix C$tCalculating the Lifetime Value of a Customer$g338.
520 $aPublisher Description (unedited publisher data) James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold assertion is the authors' indisputable conclusion supported by thirty-one years of groundbreaking research: today's employee satisfaction, loyalty, and commitment strongly influences tomorrow's customer satisfaction, loyalty, and commitment and ultimately the organization's profit and growth -- a quantifiable set of associations the authors call the value profit chain. In what may be the most far-reaching study ever undertaken of the strategic importance of the employee-customer relationship, Heskett, Sasser, and Schlesinger offer profound new insights into the life-long value of both employees and customers and the increasingly important concept of employee-relationship management. Readers will discover how organizations as diverse as aluminum maker Alcoa, travel agency Rosenbluth International, and the Willow Creek Community Church treat employees like customers (in the case of Willow Creek, volunteers as well). Conversely, the authors show how advertising agency Merkley Newman Harty and financial services provider ING Direct treat customers like employees, pursuing the ones they want most. At the Vanguard Group, Cisco Systems, and Southwest Airlines, both practices are common. The authors explain how these organizations and many others -- whether large or small, public or private, or not-for-profit -- achieve profitability and growth or the equivalent by leveraging results and process quality to deliver differentiated products and services at the lowest cost. Timely, essential, and important reading, The Value Profit Chain should be readily accessible on the desk of every forward-thinking manager.
650 0 $aCustomer services.
650 0 $aConsumer satisfaction.
650 0 $aOrganizational effectiveness.
650 0 $aCommunication in marketing.
650 0 $aEmployee loyalty.
650 2 $aConsumer Behavior
650 6 $aService à la clientèle.
650 6 $aConsommateurs$xSatisfaction.
650 6 $aEfficacité organisationnelle.
650 6 $aCommunication en marketing.
650 6 $aObligation de loyauté.
650 7 $aCommunication in marketing.$2fast$0(OCoLC)fst00870196
650 7 $aConsumer satisfaction.$2fast$0(OCoLC)fst00876403
650 7 $aCustomer services.$2fast$0(OCoLC)fst00885545
650 7 $aEmployee loyalty.$2fast$0(OCoLC)fst00909022
650 7 $aOrganizational effectiveness.$2fast$0(OCoLC)fst01047852
650 7 $aArbeitsmotivation$2gnd
650 7 $aKundenorientierung$2gnd
650 7 $aProduktivität$2gnd
650 7 $aUnternehmen$2gnd
651 7 $aUSA$2gnd
650 17 $aKlantgerichtheid.$2gtt
650 17 $aPersoneelsmanagement.$2gtt
650 17 $aBedrijfsbeleid.$2gtt
650 7 $aConsumidor.$2larpcal
650 7 $aSatisfação do consumidor.$2larpcal
650 7 $aComunicação em marketing.$2larpcal
650 7 $aCustomer services.$2nli
650 7 $aConsumer satisfaction.$2nli
650 7 $aOrganizational effectiveness.$2nli
650 7 $aCommunication in marketing.$2nli
650 7 $aEmployee loyalty.$2nli
650 7 $aCustomer services.$2sears
650 7 $aConsumers.$2sears
650 7 $aSatisfaction.$2sears
650 7 $aManagement.$2sears
650 7 $aCommunication.$2sears
650 7 $aMarketing.$2sears
650 7 $aLoyalty.$2sears
651 7 $aUSA.$2swd
700 1 $aSasser, W. Earl.
700 1 $aSchlesinger, Leonard A.
856 41 $3Sample text$uhttp://catdir.loc.gov/catdir/enhancements/fy0641/2002027162-s.html
856 41 $3Table of contents$uhttp://catdir.loc.gov/catdir/enhancements/fy0631/2002027162-t.html
856 41 $3Table of contents$uhttp://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=009909505&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
856 41 $3Table of contents$uhttp://digitool.hbz-nrw.de:1801/webclient/DeliveryManager?application=DIGITOOL-3&owner=resourcediscovery&custom_att_2=simple_viewer&user=GUEST&pid=724908
856 41 $3Table of contents$uhttp://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009909505&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
856 42 $3Contributor biographical information$uhttp://catdir.loc.gov/catdir/bios/simon052/2002027162.html
856 42 $3Publisher description$uhttp://catdir.loc.gov/catdir/description/simon031/2002027162.html
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948 $hNO HOLDINGS IN IME - 532 OTHER HOLDINGS