Research and White 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
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.
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