W
W. Earl Sasser
Researcher at Duke University
Publications - 35
Citations - 6217
W. Earl Sasser is an academic researcher from Duke University. The author has contributed to research in topics: Service (business) & Service system. The author has an hindex of 11, co-authored 35 publications receiving 6120 citations.
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Journal Article
Putting the Service-Profit Chain to Work
TL;DR: The service-profit chain puts hard values on soft measures, helping managers quantify their investments in people and then integrate those measures into a comprehensive service picture as discussed by the authors, which can be used to evaluate the performance of service organizations.
Book
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value
TL;DR: In this paper, the authors discuss the relationship between customer satisfaction and profitability in the service profit chain, and the importance of value quality as one of the most important elements of value.
Journal ArticleDOI
Selling jobs in the service sector
W. Earl Sasser,Stephen P. Arbeit +1 more
TL;DR: The service sector of the economy is at a critical stage of development and the service industry must now realize that its most critical productive resource is its work force and the key to success is for the service business to regard its jobs as its principal products and its employees as its most important customers.
Journal ArticleDOI
The Management of Service Operations.
TL;DR: In this article, the authors document the rapid growth of the private service sector in the United States and compare and contrast the management tasks within a service-oriented environment with the public sector.