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.



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.


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.

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


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


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