In this blog some items are devoted to http://fredzimny.wordpress.com/?s=heskett.
Try to remember.
The utility of an approach that employs financial and human performance metrics to gauge total business performance was given a public forum in amongst others “http://books.google.com/books?id=i_JXqsrbZ6IC&dq=the+service+profit+chain&printsec=frontcover&source=bn&hl=en&ei=bNuqSbW6IMXJ-Abj2eDbAg&sa=X&oi=book_result&resnum=4&ct=result.
Attention to some mix of these indicators by is by now a generally accepted tenet of modern business practice.
And now the question is: if these indicators are interrelated, what does this imply for the management of your operations in the big financial depression of the forthcoming quarters?