The Service Profit Chain by James L Heskett, W Earl Sasser Jr., and Leonard A Schlesinger

The Service Profit Chain, by James L Heskett, W Earl Sasser Jr., and Leonard A Schlesinger, is an excellent book documenting the logic of quality employees and quality service driving quality business results. The book has a chapter that focuses on the need to market to existing customers so that they become loyal, advocating customers. For a review of this book, click here.