Heskett, James L. <br/><br/>
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. 
<br/><br/><label>ISBN: </label>0684832569 
<br/><br/><label>LCCN: </label>
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Consumer satisfaction<br/>Employee loyalty
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .H47 1997