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Service Profit Chain

The Service Profit Chain establishes relationships between profitability, customer loyalty, and employee satisfaction, loyalty, and productivity. The links in the chain (which should be regarded as propositions) are as follows: Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction. Satisfaction is largely influenced by the value of [...]

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Change Approaches

The Six Change Approaches of John Kotter is a business framework to prevent, decrease or minimize resistance to change in organizations.  Kotter is a former professor at the Harvard Business School, an author, and now Chief Innovation Officer at Kotter International. He is regarded as an authority on leadership and change. Reasons for resistance to [...]

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