MARC record from Internet Archive

LEADER: 02358pam a22004094a 4500
001 013942431
003 MiU
005 20151021000000.0
008 020628s2003 nyua b 001 0 eng
010 $a2002027162
020 $a0743225694
035 $aMiU-BA.b2089774
035 $a(OCoLC)50155807
040 $aDLC$cDLC$dEKL$dOrLoB-B
042 $apcc
090 $aHF5415.5$b.H625 2003
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.
246 30 $aTreat employees like customers and customers like employees.
260 $aNew York, NY :$bThe Free Press,$c2003.
300 $axxii, 377 p. :$bill. ;$c24 cm
504 $aIncludes bibliographical notes (p. 345-360) and index.
505 0 $aPt. I. Achieving Value-Centered Change -- 1. Value Profit Chain -- 2. Rethinking the Business Using Value-Centered Concepts -- Pt. II. Getting Management's Attention -- 3. Measuring and Communicating Customer Lifetime Value -- 4. Measuring and Communicating Employee Value -- 5. Mobilizing for Change: Challenging Strong Cultures -- Pt. III. Engineering Value Profit Change -- 6. Performance Trinity and the Value Profit Chain -- 7. Employee Relationship Management Treating Employees Like Customers -- 8. Customer Relationship Management Treating Customers Like Employees -- 9. Managing by Value Exchange -- 10. Leveraging Value over Cost -- Pt. IV. Cementing the Gains -- 11. Identifying and Revisiting Core Values -- 12. Developing Value-Centered Measurement and Recognition -- 13. Hardwriting Performance -- 14. Leading the Organization to Learn and Innovate -- App. A. Compendium of Value Profit Chain Research -- App. B. The Value Profit Chain Audit -- App. C. Calculating the Lifetime Value of a Customer.
650 0 $aCustomer services.
650 0 $aConsumer satisfaction.
650 0 $aOrganizational effectiveness.
650 0 $aCommunication in marketing.
650 0 $aEmployee loyalty.
700 1 $aSasser, W. Earl.
700 1 $aSchlesinger, Leonard A.
852 0 $aMiU$bSTATE$cBUS$hHF5415.5.H625 2003$xTransfer from Kresge 20151021
970 $aBK$bBook
971 $aMiU
972 $c20151021
973 $aAC$bavail_circ
974 $a35128002442497$bSTATE$cBUS$f01
997 $aMARS