| Record ID | marc_columbia/Columbia-extract-20221130-007.mrc:410061250:2591 |
| Source | marc_columbia |
| Download Link | /show-records/marc_columbia/Columbia-extract-20221130-007.mrc:410061250:2591?format=raw |
LEADER: 02591mam a22003614a 4500
001 3398133
005 20221020064421.0
008 020628t20032003nyu b 001 0 eng
010 $a 2002027162
020 $a0743225694
035 $a(OCoLC)ocm50155807
035 $9AVH9348CU
035 $a3398133
040 $aDLC$cDLC$dYDX$dOrLoB-B
042 $apcc
050 00 $aHF5415.5$b.H473 2003
082 00 $a658.8/12$221
100 1 $aHeskett, James L.$0http://id.loc.gov/authorities/names/n83171439
245 14 $aThe value profit chain :$btreat employees like customers and customers like employees /$cJames L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.
260 $aNew York, NY :$bThe Free Press,$c[2003], ©2003.
300 $axxii, 377 pages ;$c24 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
504 $aIncludes bibliographical references (p. 345-360) and index.
505 00 $gPt. I.$tAchieving Value-Centered Change -- $g1.$tThe Value Profit Chain -- $g2.$tRethinking the Business Using Value-Centered Concepts -- $gPt. II.$tGetting Management's Attention -- $g3.$tMeasuring and Communicating Customer Lifetime Value -- $g4.$tMeasuring and Communicating Employee Value -- $g5.$tMobilizing for Change: Challenging Strong Cultures -- $gPt. III.$tEngineering Value Profit Change -- $g6.$tThe Performance Trinity and the Value Profit Chain -- $g7.$tEmployee Relationship Management Treating Employees Like Customers -- $g8.$tCustomer Relationship Management Treating Customers Like Employees -- $g9.$tManaging by Value Exchange -- $g10.$tLeveraging Value over Cost -- $gPt. IV.$tCementing the Gains -- $g11.$tIdentifying and Revisiting Core Values -- $g12.$tDeveloping Value-Centered Measurement and Recognition -- $g13.$tHardwriting Performance -- $g14.$tLeading the Organization to Learn and Innovate.$gApp. A.$tCompendium of Value Profit Chain Research --
505 80 $gApp. B.$tThe Value Profit Chain Audit -- $gApp. C.$tCalculating the Lifetime Value of a Customer.
650 0 $aCustomer services.$0http://id.loc.gov/authorities/subjects/sh85034965
650 0 $aConsumer satisfaction.$0http://id.loc.gov/authorities/subjects/sh85031490
650 0 $aOrganizational effectiveness.$0http://id.loc.gov/authorities/subjects/sh85095526
650 0 $aCommunication in marketing.$0http://id.loc.gov/authorities/subjects/sh85029077
650 0 $aEmployee loyalty.$0http://id.loc.gov/authorities/subjects/sh94005279
700 1 $aSasser, W. Earl.$0http://id.loc.gov/authorities/names/n78023969
852 00 $boff,bus$hHF5415.5$i.H473 2003