The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value
Gespeichert in:
| Beteiligte Personen: | , , |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
New York, NY
Free Press
1997
|
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007743473&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | XVII, 301 Seiten Diagramme |
| ISBN: | 0684832569 |
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| 245 | 1 | 0 | |a The service profit chain |b how leading companies link profit and growth to loyalty, satisfaction, and value |c James L. Heskett ; W. Earl Sasser ; Leonard A. Schlesinger |
| 264 | 1 | |a New York, NY |b Free Press |c 1997 | |
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| 650 | 7 | |a Relations avec la clientèle |2 ram | |
| 650 | 7 | |a Satisfaction au travail |2 ram | |
| 650 | 4 | |a Consumer satisfaction | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Employee loyalty | |
| 650 | 4 | |a Industrial productivity | |
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Datensatz im Suchindex
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|---|---|
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| DE-BY-TUM_location | Mag |
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| _version_ | 1821933151189991424 |
| adam_text | Contents
Preface xv
PART I: THE SERVICE PROFIT CHAIN
A RATIONALE FOR EXCELLENCE
1. Setting the Record Straight 3
A World of Misleading Advice 4
Too Much Advice out of Context 4
The Tyranny of the Tradeoff 4
Emphasis on Symptoms vs. Causes 5
The Trivialization of Service 6
Fixation on Service Process Quality 7 i
The Service Profit Chain and Our Search for Evidence 7 |
Heskett and the Strategic Service Vision 8 j
Sasser and Customer Loyalty 10 j
Schlesinger and Determinants of Employee and Customer ;
Loyalty 10 ;
The Service Profit Chain 11 j
The Centrality of Value 12 !
Quality as One Element of Value 14 i
Price 14 j
Results, Costs, Price, Value, and Profit 14 i
Relationship to Service Profit Chain 15
What Difference Does It Make? 16
Spreading the Word 16 /
2. Capitalizing on the Service Profit Chain 17
The Service Profit Chain 18
Managing for Results at Southwest Airlines and American
Express 18
vii
viii Contents
Profit and Growth Are Linked to Customer Loyalty 20
Customer Loyalty Is Linked to Customer Satisfaction 22
Customer Satisfaction Is Linked to Service Value 23
Service Value Is Linked to Employee Productivity 26
Employee Productivity Is Linked to Loyalty 28
Employee Loyalty Is Linked to Employee Satisfaction 28
Employee Satisfaction Is Linked to Internal Quality
of Work Life 29
Comprehensively Relating Links in the Chain 30
Implications of the Service Profit Chain for Management 34
Measuring Across Operating Units 34
Communicating Results of the Self Appraisal 35
Developing a Balanced Scorecard 35
Designing Efforts to Enhance Performance 36
Tying Recognition and Rewards to Measures 36
Communicating Results 36
Encouraging Internal Best Practice Exchanges 37
Questions for Management 37
Getting on with the Job: An Important Caveat 37
3. Managing by the Customer Value Equation 39
The Customer Value Equation 40
Results Produced for Customers 40
Process Quality 40
Price and Acquisition Costs 41
Customer Value Equation Relationships 42
Managing by the Customer Value Equation:
What It Requires 42
USAA 42
British Airways 43
Requirements of Those Who Manage by the Customer Value
Equation 46
Linking the Strategic Service Vision and the Service
Profit Chain 51
Questions for Management 53
PART II: BUILDING PROFIT CHAIN CAPABILITY
4. Rethinking Marketing: Building Customer Loyalty 57
Defining the New Marketing: Adding the Three Rs
to the Four Ps 58
Contents ix
Estimating the Lifetime Value of a Customer 60
Retention 61
Related Sales of New Products and Services 62
Referrals 63
| Managing by the Three Rs 64
| Measuring and Communicating the Lifetime Value of
Customers 65
Identifying, Creating, and Enhancing Listening Posts 65
Recognizing and Creating Incentives to Build Customer
Loyalty 68
. Utilizing Customer Defections as Learning Opportunities 68
Potential Based Marketing 69
i Identifying Share of Loyal Customers 70
Calculating Economic Impact of Customer Behavior
Change 71
Lengthening Customer Relationships 71
Overall Impact of Potential based Marketing 71
Implementing a Potential based Marketing Effort 72
Mining Customer Data to Achieve Mass Customization 74
Achieving Mass Customization on a Vertical Data base 74
Achieving Mass Customization on a Horizontal
Data base 75
Organizational Implications of the New Marketing 77
Questions for Management 78
5. Attaining Total Customer Satisfaction: Not Whether
but When 80
The Xerox Experience 80
The Total Customer Satisfaction Imperative 84
Relationship of Customer Satisfaction and Loyalty 84
Relationship of Customer Satisfaction and Profitability 86
Total Satisfaction for Captive Customers 86
The Importance of Focus 87
The Tyranny of Averages 87
Satisfying Targeted Segments 88
The Ultimate Source of Focus: Affinity Groups 88
Measuring Customer Satisfaction and Loyalty 89
Customer Surveys 89
Customer Feedback 90
Marketing Research 90
Feedback from Frontline Personnel 91
Complementarity of Methods 91
x Contents
Addressing Customer Satisfaction at the Limits: Apostles and
Terrorists 92
The Economics of the Extreme 92
Investing in Existing versus New Customers 95
Creating Terrorists as a By Product of Focus 96
Meanwhile, Back at Xerox 96
Questions for Management 97
Understanding Determinants of Customer Satisfaction 97
6. Managing the Customer Employee Satisfaction Mirror 98
The Service Encounter 98
Evidence of the Satisfaction Mirror 99
Why the Satisfaction Mirror Occurs 101
Preventing Cracks in the Mirror 102
From Service Encounter to Relationship 103
Factors Creating the Successful Service Encounter 103
Achieving Consistency in Service Encounters 105
Enlisting the Customer in Relationship Building 106
Engineering an Organization for Customer Relationships 106
Developing the Service Relationship Triangle 107
Identifying Relationship Critical Jobs 108
Dedicated Servers or Not? 109
Service Teams or Not? 109
Questions for Management 110 ,,—^____
7. Building a Cycle of Capability 112
Frontline Frustration 113
Capability Defined 114
Hiring for Attitudes First, Skills Second 115
The Bugs Burger Method 116
Selection by Life Themes 117
Substituting Self Selection for Selection 118
Involving Customers in the Process 118
Serving Customers Who Qualify 119
Designing Training as Both Ends and Means 119
Providing Latitude and Limits 120
The Traditional View 121
The Nontraditional View 121
Investing in Support Systems 122
Information and Communication Technology 123
Facilities 123
Methods and Materials 124
Contents xi
Field Quality Control Safety Nets 124
Service Guarantees 124
Latitude to Fire Customers 125
Providing Consistent Reward and Recognition 126
Fitting the Elements Together 128
Questions for Management 129
Concluding Comments 131
8. Developing Processes That Deliver Value 132
Basic Tenets of Process Design That Yield Value 133
The World s Best Hospital 134
The World s Best Dinner Show Value 13 7
America s Only Deming Prize Winner 139
Formation of Quality Improvement Teams 140
Development of The Process 140
Policy Deployment 141
Quality in Daily Work 141
Important Techniques for Process Improvement 143
Service Mapping 143
Pareto Analyses 144
Cause and Effect (Fishbone) Diagramming 145
Other Process Steps 146
Translating Techniques into Results 148
Value Enhancement versus Quality Improvement Process 150
Questions for Management 152
9. Designing Service Delivery Systems That Drive Quality,
Productivity, and Value 153
Developing Single Facility Service Delivery Systems 153
Planning System Designs for the Right Amount of Employee
Latitude 155
Controlling Customer Behavior 157
The Ultimate Customer Control Strategy: Self Service 158
Managing Information Support Systems to Enhance Customer
Loyalty and Sales 159
Providing Process Visibility 160
Preventing Service Errors 161
Developing and Managing Multisite Networks 162
Network Characteristics 163
Factors in Network Design 164
Degree of Support for Operating Strategy 164
Need for Interconnectedness 165
xii Contents
Need for Standardization 165
Latitude Allowed Site Managers: Preserving the Core 166
Delivering Services Globally 167
The Target Market and the Need for Customization 167
Total Experience Services 168
Culturally Sensitive Services 169
Incorporating Franchising into the Strategy 170
Employing Franchisees 171
Enfranchising Employees 172
Questions for Management 172
10. Attaining Total Customer Satisfaction: Doing Things Right
the Second Time 175
Doing It Right the First and Second Time 176
Getting Customers to Complain: The British Airways
Experience 178
The Problem 180
Some Responses 182
External and Internal Service Contracting 182
Customer Service Contracting 183
Internal Service Contracting 183
Supplier Service Contracting 184
Service Guarantees 184
Questions in Guarantee Design 185
What s the Primary Purpose? 185
Internal Guarantees 189
Impact on Suppliers 190
The Economics of Service Guarantees 190
Putting Guarantees in Context 192
Service Recovery: A Case for Capability 193
The Service Recovery Payoff 195
Questions for Management 196
11. Measuring for Effective Management 198
Estimating the Lifetime Value of a Customer 199
Fitting Measurement to the Business 202
Fitting Measurement to Purpose: Relevance 204
The Xerox Experience 204
The AT T Universal Card Experience 204
Taking Process into Account 205
Determining the Form in Which Results Will Be
Transmitted 207
Contents xiii
Other Criteria for Evaluating Measures and Methods 208 /
Designing the Balanced Scorecard 209 /
Questions for Management 211 /
PART III: PUTTING IT ALL TOGETHER
12. Reengineering the Service Organization for Capability:
Gains and Pains 215
The Theory of Managing Change 216
Organization Reengineering without a Crisis 217
John Martin and Taco Bell 218
Actions 218
Gains 220
Pains 220
William Bratton and the NYPD 220
Actions 222
Gains 223
Pains 224
Arthur Martinez and Sears 224
Actions 224
Gains 226
Pains 226
Putting Organization Reengineering in Context 226
Applying Cosmetics 227
Picking Movers and Shakers 228
Creating a Sense of Urgency 229
Choosing the Theme and Vehicle 230
Preparing People 230
Getting the Facts Straight and Fast 231
Restructuring the Organization 231
Undertaking New Initiatives 232
Widening the Competitive Gap: Sustaining Effort 233
Observations 233
Questions for Management 234
13. Leading and Living Service Profit Chain Management 236
Service Profit Chain Leadership at Wal Mart 237
Service Profit Chain Leadership at Southwest Airlines 238
Leading Service Profit Chain Management 239
What Service Profit Chain Leaders Do: Supplying
the Extras 240
Believing in and Communicating the Basics 240
xiv Contents
Putting Employees First 241
Investing in Customers 245
Maintaining Measures and Rewards That Influence
Behavior 247
Communicating the Message 248
Linking Organization Culture, Performance, and the Service
Profit Chain 249
Questions for Management 250
14. Auditing Service Profit Chain Management Success 252
Leadership = Focus 253 :
Strategic Service Vision = Positioning, Leverage, and
Consistency 254
Service Profit Chain = Value, Satisfaction, and Loyalty 256
Profit Model = Value to Customers versus Costs i
to Providers 257
Performing the Service Profit Chain Management Audit 257 ¦
Identifying the Organizational Limit 258
Assessing Importance 258
Assessing Current Practice 258
Measuring the Gaps 258
Establishing Priorities and Taking Action 259
A Final Word 259 ^ —
Notes 271
Index 281
About the Authors 301
|
| any_adam_object | 1 |
| author | Heskett, James L. 1933- Sasser, William Earl 1942- Schlesinger, Leonard A. |
| author_GND | (DE-588)111830885 (DE-588)112967167 |
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| illustrated | Not Illustrated |
| indexdate | 2024-12-20T10:13:47Z |
| institution | BVB |
| isbn | 0684832569 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-007743473 |
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| physical | XVII, 301 Seiten Diagramme |
| publishDate | 1997 |
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| publisher | Free Press |
| record_format | marc |
| spellingShingle | Heskett, James L. 1933- Sasser, William Earl 1942- Schlesinger, Leonard A. The service profit chain how leading companies link profit and growth to loyalty, satisfaction, and value Consommateurs - Satisfaction ram Consumidor larpcal Controle de qualidade larpcal Klantenservice gtt Klantgerichtheid gtt Personnel - Attitudes ram Productiviteit gtt Relations avec la clientèle ram Satisfaction au travail ram Consumer satisfaction Customer services Employee loyalty Industrial productivity Produktivität (DE-588)4047364-8 gnd Kundenorientierung (DE-588)4316837-1 gnd Arbeitsmotivation (DE-588)4132063-3 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4047364-8 (DE-588)4316837-1 (DE-588)4132063-3 (DE-588)4012181-1 (DE-588)4078704-7 |
| title | The service profit chain how leading companies link profit and growth to loyalty, satisfaction, and value |
| title_auth | The service profit chain how leading companies link profit and growth to loyalty, satisfaction, and value |
| title_exact_search | The service profit chain how leading companies link profit and growth to loyalty, satisfaction, and value |
| title_full | The service profit chain how leading companies link profit and growth to loyalty, satisfaction, and value James L. Heskett ; W. Earl Sasser ; Leonard A. Schlesinger |
| title_fullStr | The service profit chain how leading companies link profit and growth to loyalty, satisfaction, and value James L. Heskett ; W. Earl Sasser ; Leonard A. Schlesinger |
| title_full_unstemmed | The service profit chain how leading companies link profit and growth to loyalty, satisfaction, and value James L. Heskett ; W. Earl Sasser ; Leonard A. Schlesinger |
| title_short | The service profit chain |
| title_sort | the service profit chain how leading companies link profit and growth to loyalty satisfaction and value |
| title_sub | how leading companies link profit and growth to loyalty, satisfaction, and value |
| topic | Consommateurs - Satisfaction ram Consumidor larpcal Controle de qualidade larpcal Klantenservice gtt Klantgerichtheid gtt Personnel - Attitudes ram Productiviteit gtt Relations avec la clientèle ram Satisfaction au travail ram Consumer satisfaction Customer services Employee loyalty Industrial productivity Produktivität (DE-588)4047364-8 gnd Kundenorientierung (DE-588)4316837-1 gnd Arbeitsmotivation (DE-588)4132063-3 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Consommateurs - Satisfaction Consumidor Controle de qualidade Klantenservice Klantgerichtheid Personnel - Attitudes Productiviteit Relations avec la clientèle Satisfaction au travail Consumer satisfaction Customer services Employee loyalty Industrial productivity Produktivität Kundenorientierung Arbeitsmotivation Dienstleistungsbetrieb USA |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007743473&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT heskettjamesl theserviceprofitchainhowleadingcompanieslinkprofitandgrowthtoloyaltysatisfactionandvalue AT sasserwilliamearl theserviceprofitchainhowleadingcompanieslinkprofitandgrowthtoloyaltysatisfactionandvalue AT schlesingerleonarda theserviceprofitchainhowleadingcompanieslinkprofitandgrowthtoloyaltysatisfactionandvalue |
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Bibliotheksmagazin
| Signatur: |
0001 04.2003 A 7052 Lageplan |
|---|---|
| Exemplar 1 | Ausleihbar Ausgeliehen – Rückgabe bis: 31.12.9999 |