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Revista de Administracao de Empresas Full text available only in PDF format. REFERENCIAS . ARTHUR, J. Effects of human resource systems on manufacturing performance and turnover. The employee-customer-profit chain at Sears. Harvard Business Review, v. 76, n. 1, p. 83-97, 1998. Links "The Employee-Customer-Profit Chain at Sears" Sears set out to revamp its business and developed a business model and measurement system called the "employee-customer-profit model." The company took three years to develop this new system, which is based on financial analysis as well edit Tell us where you are located and we can tell you what's available: View Notes - Sears from ADMS 4570 at York University. The employee-customer profit chain at Sears Kirn, S.P., R.T.Quinn & A.J.Rucci Harvard Business Review; Vol 76, # 1, January-February 1998, Title: HBR;01JAN98 Author: INO Subject: The employee-customer-profit chain at Sears. Created Date: 11/25/2000 1:20:24 AM Putting the Service-Profit Chain to Work by James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger Editor's Note: This article sets out a simple, elegant, and ultimately tough-minded way to build profitability in a service business. Originally published in 1994, it offers as much today as it did then and is a perennial best seller. The service-profit chain: An empirical analysis in the hotel industry Abstract This paper examines the links between employee attitudes, customer loyalty and company profitability. From a conceptual point of view, this employee-customer-profit chain, also known as the service-profit chain, is well founded and generally accepted. Sears used an "employee-customer-profit chain" to analyze aggregated data from 800 stores, finding that employee attitudes towards their company and their jobs lead to positive employee behaviors toward customers. Sears found that a five percent increase in employee satisfaction drives a 1.3 l The service-prof

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