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A. J. Rucci, S. P. Kirn, and R. T. Quinn, “The em-ploy-customer-profit chai...
A. J. Rucci, S. P. Kirn, and R. T. Quinn, “The em-ploy-customer-profit chain at Sears,” Harvard Business Review, 76(1), pp. 82-97, 1998. Okay, I need […]
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R. T. Rust, A. J. Zahorik, and T. L. Keiningham, “Return on Quality (ROQ): ...
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W. A. Kamakura, V. Mittal, F. de Rosa, and J. A. Mazzon, “Assessing the ser...
W. A. Kamakura, V. Mittal, F. de Rosa, and J. A. Mazzon, “Assessing the service-profit chain,” Marketing Science, 21(3), pp. 294-317, 2002. “W. A. Kamakura, […]
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A. Soteriou and S. A. Zenios, “Operations, quality, and profitability in th...
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G. W. Loveman, “Employee satisfaction, customer loyalty, and financial perf...
G. W. Loveman, “Employee satisfaction, customer loyalty, and financial performance: An empirical examination of the service profit chain in retail banking,” Journal of Ser-vice Research, […]
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L. J. Heskett, T. O. Jones, G. W. Loveman, W. E. Sasser, Jr., and L. Schles...
L. J. Heskett, T. O. Jones, G. W. Loveman, W. E. Sasser, Jr., and L. Schlesinger , “Putting the service-profit chain to work,” Harvard Business […]
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