The Value Profit Chain

Viac o knihe

Focusing on the employee-customer relationship can transform organizations into low-cost providers while achieving outstanding results. The authors, backed by thirty-one years of research, argue that employee satisfaction, loyalty, and commitment directly impact customer satisfaction and, consequently, the organization's profitability and growth. This concept, termed the value profit chain, challenges previous beliefs and emphasizes the importance of nurturing employee relationships to drive business success.