The Service Profit Chain
by James L. Heskett, W. Earl Sasser Jr. and Leonard A. Schlesinger
The Harvard model linking employee satisfaction to customer loyalty to profit, with data from Southwest, Taco Bell and others. Academic and foundational.
Read it if…
you want the research chain from employees to profit.
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Skip it if…
you want a light read.
Try instead: Lead with a Story →
Three things you will actually use
- Employee satisfaction drives customer loyalty.
- Loyalty drives profit.
- Measure the chain.
Do this first
Measure employee satisfaction and customer loyalty in the same unit and look for the link.
Our verdict
Foundational research chain.
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Compare with other Leadership books
Difficult Conversations Don't Have to Be Difficult
Jon Gordon and Amy P. Kelly · Leadership
Quick parable.
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