search query: @freeterm TECHNISCHER FORTSCHRITT, / total: 7
reference: 4 / 7
| Author: | |
| Title: | Putting the service profit chain to work (Dienstleistungsbetriebe; Auditing; Erfolgskontrolle; Erfolgsfaktorenanalyse) |
| Journal: | Harvard Business Review
1994 : MAR-APR, VOL. 72:2, p. 164-174 |
| Index terms: | |
| Freeterms: | TECHNISCHER FORTSCHRITT, PERSONALINVESTITION |
| Language: | eng |
| Abstract: | In the new economics of service, frontline workers and customers need to be the center of management concern. In this article the authors show managers factors that drive profitability in this new service paradigm: investment in people, and technology that supports frontline workers. The authors illuminate the relationships in the service/profit chain and provide an action oriented audit that can lead to long term profitability. |
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