The Service Profit Chain explained

If you have an interest in the service industry in whatever form, understanding the fundamentals of the Service Profit Chain needs to be part of your foundational skill set.

Background

The Service Profit Chain is a concept and business framework devolved by a group of researchers from Harvard University in the nineties (among others James L. Heskett and Leonard Schlesinger). The concept was first offered as in an article in the Harvard Business Review in 1994 and three years later the subject of a book, The Service Profit Chain – How Leading Companies Link Profit and Growth To Loyalty, Satisfaction, and Value, published in 1997.

The book takes you for a deep dive into the research behind the development of this framework but in my experience, busy industry managers don’t always find the time to fully digest the 360 pages.

There is an easier way

So I have developed a way to explain how this concept works in a relatively simple and easy to grasp form, it is a presentation I have given to literally hundreds of manager over the past 10 years.

New team leaders, as well as seasoned vice president, frequently tell me that it was an eye-opener.

Mike combines personal experience with a deep rooting in the theory of service leadership and understands how to adapt this to a specific group and make it relevant and motivating for them to go back and create results.

Rasmus Møller – International leadership development partner

So here is your opportunity to understand how the fundamentals of the Service Profit Chain works and how you can take  theses principles and implement them into your own work situation.

Which option would suit you best?