: De geluksfabriek: over binden en boeien van mensen in organisaties () and a great selection of similar New, Used and. What is your favorite core value and why? This is one of the questions I asked employees at Zappos during my visit. I was especially impressed. Phone, Suggest a phone number De Geluksfabriek. 6 likes. Local Business. Unofficial Page. De Geluksfabriek. Posts about De Geluksfabriek. There are no.

Author: Akinogis Mora
Country: Lithuania
Language: English (Spanish)
Genre: Medical
Published (Last): 13 April 2013
Pages: 130
PDF File Size: 19.86 Mb
ePub File Size: 6.92 Mb
ISBN: 362-3-51545-694-2
Downloads: 25861
Price: Free* [*Free Regsitration Required]
Uploader: Bagor

The Service Profit Chain

Levertijd We doen er gelumsfabriek aan om dit artikel op tijd te bezorgen. Het is echter in een enkel geval mogelijk dat door omstandigheden de bezorging vertraagd is. Bezorgopties We bieden verschillende opties aan voor het bezorgen of ophalen van je bestelling.

Dw opties voor jouw bestelling beschikbaar zijn, zie je bij het afronden van de bestelling. Alle prijzen zijn inclusief BTW en andere heffingen en exclusief eventuele verzendkosten en servicekosten. Schlesinger reveal that leading companies stay on top by managing the service profit chain.

Why are a select few service firms better at what they do — year in and year out — than their competitors? For most senior managers, the profusion of anecdotal service excellence books fails to address this key question. The strongest relationships the authors discovered are those between 1 profit and customer loyalty; 2 employee loyalty and customer loyalty; and 3 employee satisfaction and customer satisfaction.

Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa.

Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One’s operating divisions, a direct relationship between customer loyalty measured by the depth of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use.



| The Service Profit Chain, W. Earl Sasser Jr. | | Boeken

Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately geluksfzbriek more profitable than those which don’t. With hundreds of examples like these, the authors show how to manage the customer-employee satisfaction mirror and the customer value equation to achieve a customer’s eye view of goods and services.

They describe how companies in any service industry can 1 measure service profit chain relationships across operating units; 2 communicate geluksfabreik resulting self-appraisal; 3 develop a balanced scorecard of performance; 4 develop a recognitions and rewards system tied to established measures; 5 communicate results company-wide; 6 develop an internal best practice information exchange; and 7 improve overall service geluosfabriek chain performance.

Bastien Piano Basics Piano For The Young Beginner Primer B

What difference can service profit chain management make? The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management. Toon meer Toon minder. Maister Author of Managing the Professional Service Firm and True Professionalism If you read only geluksgabriek book on service industry management, this is the one to read — and to re-read.


The simple but powerful framework integrates numerous insights covering a wide range of service industry topics. It links an action plan for managing all elements of a business with a thorough process for measuring results.

Jim Heskett, Earl Sasser and Len Schlesinger have provided a systematic way for us to understand the link. The examples that the authors draw from their studies and experiences make the book come alive — it is a real learning geluksfabrek. I am very angry with Jim Heskett, Earl Sasser and Len Schlesinger because I am deathly afraid that our competitors will read their book!

The skunks have set forth in an accurate, profound, intelligible, and easily understandable way the core values, tenets, and practices that animate Southwest Airlines and can make any service business successful.

Overige kenmerken Extra groot lettertype Nee. Reviews Schrijf een review.

In winkelwagen Op verlanglijstje. Gratis verzending 30 dagen bedenktijd en gratis retourneren Ophalen bij een bol. Heskett The Value Profit Chain 23, Heskett Service Breakthroughs 18, Wolfgang Katsch International E-Business 40, Christian Gronroos Service Management and Marketing 62, Keki Bohte Customer Loyalty Audit 96, Bekijk de hele lijst.

Marc Muntinga Sigma Organisatiekwaliteit – Managementmodellen voor strategie en kwaliteit 45, Muntinga Managementmodellen Voor Kwaliteit 5, Verkoop door T Krijgsman-Koster.

Heskett The Value Profit Chain 13, Flemming Rose The Tyranny of Silence 20, Andre de Waal Hoe bouw je een high performance organisatie?

Posted in <a href="" rel="category tag">Marketing</a>