Illustrates the "Service Profit Chain" in action. QVC, whose initials stand for quality, value, and convenience, shows how strong customer focus can lead to a strong franchise in the retail sector and a very lucrative business, revenues increased by 14% per year during 1992-96 -, generally by rival network Buying a home, and by increasing customer retention. "Hide
by Jeffrey F. Rayport, Dickson L. Louie Source: Harvard Business School 32 pages. Publication Date: September 16, 1996. Prod. #: 897050-PDF-ENG
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