TITLE

So Happy Together

AUTHOR(S)
Johnson, William C.; Chiagouris, Larry G.
PUB. DATE
March 2006
SOURCE
Marketing Management;Mar/Apr2006, Vol. 15 Issue 2, p47
SOURCE TYPE
Periodical
DOC. TYPE
Article
ABSTRACT
In this article the authors examine the notion, first proposed by Herb Kelleher, founder and former CEO of Southwest Airlines, that happy employees make for satisfied repeat customers who drive the bottom lines of successful business enterprises. This idea has become known as the service-profit chain and it has been empirically established that an improvement in employee attitude leads to an increase in customer satisfaction that causes a rise in revenues. It has also been proven that benefits from the service-profit chains do vary by industry and are particularly significant in the retail sales and customer service fields.
ACCESSION #
20545158

 

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