The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger. how leading companies link profit and growth to loyalty, satisfaction, and value /

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Bibliographic Details
Main Author: Heskett, James L. (James Lee), 1933-
Other Authors: Sasser, W. Earl, Schlesinger, Leonard A.
Format: Book
Language:English
Published: New York ; London : Free Press, 1997.
Subjects:
Customer services
Consumer satisfaction
Employee loyalty
Industrial productivity
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Description
Bibliography:Includes bibliographical references (p. 271-279) and index
ISBN:0684832569

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