Beyond customer loyalty

Managing Service Quality: An International Journal

Volumn 12, Issue 6, 2002, Pages 355-357

  Heskett, James L ^a  

^a HARVARD BUSINESS SCHOOL   (United States)

Author keywords

Commitment; Customer loyalty; Ownership; Values

Indexed keywords

EID: 84986106070     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520210451830     Document Type: Review

References (5)

1. Gremler, D. and Brown, S. (1999), “The loyalty ripple effect: appreciating the full value of customers”, International Journal of Service Industry Management, Vol. 10 No. 3, pp. 271-91.
2. Heskett, J.L. (2001), Planet Feedback: The Voice of One … The Power of Many (A), Case No. 9-901-051, Harvard Business School Publishing, Boston, MA.
3. Heskett, J.L., Sasser, W.E. Jr. and Schlesinger, L.A. (1997), The Service Profit Chain. How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value, The Free Press, New York, NY.
4. Reichheld, F.F. (1996), The Loyalty Effect, HBS Press, Boston, MA.
5. Reichheld, F.F. and Sasser, W.E. Jr (1990), “Zero defections: quality comes to services”, Harvard Business Review, September-October.