MARC Record from marc_nuls

LEADER: 02224cam 22003734a 4500
001 9919403620001661
005 20150423120405.0
008 020628s2003 nyua b 001 0 eng
010 $a 2002027162
020 $a0743225694
035 $a(CSdNU)u176476-01national_inst
035 $a(OCoLC)50155807
035 $a(OCoLC)50155807
040 $aDLC$cDLC$dOrPss
042 $apcc
049 $aCNUM
050 00 $aHF5415.5$b.H473 2003
082 00 $a658.8/12$221
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 $aNew York :$bThe Free Press,$c2003.
300 $axxii, 377 p. :$bill. ;$c24 cm.
504 $aIncludes bibliographical references and index.
505 0 $aAchieving Value-Centered Change -- The Value Profit Chain -- Rethinking the Business Using Value-Centered Concepts -- Getting Management's Attention -- Measuring and Communicating Customer Lifetime Value -- Measuring and Communicating Employee Value -- Mobilizing for Change: Challenging Strong Cultures -- Engineering Value Profit Change -- The Performance Trinity and the Value Profit Chain -- Employee Relationship Management: Treating Employees Like Customers -- Customer Relationship Management: Treating Customers Like Employees -- Managing by Value Exchange -- Leveraging Value over Cost -- Cementing the Gains -- Identifying and Revisiting Core Values -- Developing Value-Centered Measurement and Recognition -- Hardwiring Performance -- Leading the Organization to Learn and Innovate -- Compendium of Value Profit Chain Research -- The Value Profit Chain Audit -- 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.
949 $aHF 5415.5 .H473 2003$i31786101564133
994 $a92$bCNU
999 $aHF 5415.5 .H473 2003$wLC$c1$i31786101564133$d2/3/2009$e1/28/2009 $f3/22/2004$g1$lCIRCSTACKS$mNULS$n1$rY$sY$tBOOK$u11/3/2003