The service profit chain :
Heskett, James L.
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger - New York : Free Press, c1997. - xvii, 301 p. : ill. ; 25 cm.
0684832569
Customer services
Consumer satisfaction
Employee loyalty
HF5415.5 / .H47 1997
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger - New York : Free Press, c1997. - xvii, 301 p. : ill. ; 25 cm.
0684832569
Customer services
Consumer satisfaction
Employee loyalty
HF5415.5 / .H47 1997