服务利润链
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Main Authors: | ; ; |
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Group Author: | ; |
Published: |
机械工业出版社
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Publisher Address: | 北京 |
Publication Dates: | 2005 |
Literature type: | Book |
Language: | Chinese |
Subjects: | |
Carrier Form: | 17,230页: ; 25cm |
ISBN: | 7-111-16439-3 |
Index Number: | F719 |
CLC: | F719 |
Call Number: | F719/4344 |
Contents: | 本书揭示了服务利润链模型,指出了企业利润和增长与顾客满意度、顾客忠诚度、服务价值、员工生产率、员工忠诚度、员工满意度及内部工作生活质量等因素之间的直接关系。 |
Note: | 书名原文:How Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty,Satisfaction,and Value |