SERVICE PROFIT CHAIN PRODUCTS

The Service Profit Chain Institute has created a range of powerful products to help you add value to your business.

 

PUBLICATIONS

Our range of publications includes best-selling books The Culture Cycle and The Ownership Quotient as well as a number of other highly effective business guides.

Visit our publications page to download articles written by the Service Profit Chain and to access articles published through the Harvard Business Review.

Access Service Profit Chain Institute publications

 

RESEARCH & WHITE PAPERS

Read the research that underpins our training and organizational change consulting and download free white papers.

Read Service Profit Chain Institute research & white papers

 

THE POWER!SERVICE ™ SYSTEM

The POWER!SERVICE™ System is a research-based system developed by the Service Profit Chain Institute. It can help you dramatically improve customer satisfaction and loyalty.

Find out more about the POWER!SERVICE™ System

 

THE OWNERSHIP QUOTIENT

Written by James Heskett, W. Earl Sasser Jr and Joe Wheeler the Ownership Quotient explores the policies, practices, and measures employed by organizations that are world leaders in customer and employee satisfaction.

Find out more about the Ownership Quotient

 

THE CULTURE CYCLE

This book by James Heskett explains how corporate culture evolves, can be shaped and sustained, fosters innovation, can promote survival in tough times and influences the success of global strategies.

Find out more about the Culture Cycle

 

Free Tools and Assessments

This web-based self-assessment is based on a sub-set of the Best Practices of leading Service Profit Chain companies. Assessment results will be produced immediately upon completion. MORE

THE POWER!SERVICE™
SYSTEM

A powerful, research-based system that dramatically improves customer satisfaction and loyalty. Learn strategy, management practices and customer service tactics to out-perform your competitors. MORE

THE OWNERSHIP QUOTIENT

Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners"
of your business. MORE

THE CULTURE CYCLE

Discover how organizational culture evolves, how it can be shaped and sustained, how it fosters innovation, promotes survival in tough times and influences the success of global strategies. MORE