Have you heard of the Service Profit Chain? Several years ago I learned of this tremendous model at a seminar sponsored by Omnicom(NYSE: OMC), who purchased the company I founded, MarketStar Corporation.
Several distinguished Harvard professors created a theory in the 90s that they subsequently published in a book The Service Profit Chain – How Leading Companies Link Profit and Growth To Loyalty, Satisfaction and Value (by Heskett, Jones, Loveman, Sasser and Schlesinger).
To read the full, original article click on this link: When Companies Honor Employees, Profits Result - Forbes
