Research and White Papers

Research Papers

The Service Profit Chain Institute helps companies improve employee motivation and satisfaction, improve customer service, grow customer loyalty and increase business. Read some of the compelling research that underpins our training and organizational change consulting.

The POWER!SERVICE System Research Report
High Performing Manager Competency Study


White Papers

Learn how to engineer the wow factor for your customers and create a customer service experience that truly captivates with our detailed White Papers on the POWER!SERVICE System. Download these white papers for free.

POWER!SERVICE, The Art and Science of Customer Delight
Manage 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


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