The Service Profit Chain Institute has published a number of powerful and practical business guides. These publications show you how to add value to your company and delight employees, customers, and investors. Illustrated with numerous case studies from world leading businesses, these books can help you transform your customers’ experience.
- The Culture Cycle
- The Ownership Quotient
- Managing the Customer Experience
- The Value Profit Chain
- The Service Profit Chain
You can download the following pdf articles by the Service Profit Chain Institute. These articles share the consultancy’s innovative methods for putting the Service Profit Chain to work in businesses to establish unbeatable competitive advantage, increase customer loyalty and increase business.
- Creating an ownership culture
- Putting the Service Profit Chain to work for unbeatable competitive advantage
- Promoting ownership bringing customers and employees into the value creation process
You can also purchase a number of insightful articles published by the Service Profit Chain Institute through the Harvard Business Review. Click the links below to read summaries of these articles.
- Putting the Service-Profit Chain to Work
- The Service-Driven Service Company
- The Profitable Art of Service Recovery
- Lessons in the Service Sector
- Why Satisfied Customers Defect
- Zero Defections: Quality Comes to Services
- The New Product Development Map
- Managers with Impact: Versatile and Inconsistent
- Match Supply and Demand in Service Industries
- Case of Big Mac’s Pay Plans
- Realize Your Customers’ Full Profit Potential
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
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