Putting the Service-Profit Chain to Work
提出服务利润链模型，将客户满意度、员工投入等软性指标与利润挂钩，帮助管理者量化对人的投资并整合到服务全景中。
Outstanding service organizations focus on customers and frontline workers. The service-profit chain puts hard values on soft measures, helping managers quantify their investments in people and then integrate those measures into a comprehensive service picture.