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The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
- Forthcoming
- Article
Transaction Cost Economics in the Digital Economy: A Research Agenda
By: Frank Nagle, Robert Seamans and Steve Tadelis
Transaction cost economics theory explains when it is more efficient for a transaction between two parties to occur across the market or within an organization. How does transaction cost economics apply in the digital economy, which relies on digital transactions? In... View Details
- Teaching Interest
Transforming Customer Experiences - Executive Education
By: Ryan W. Buell
In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading... View Details
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