TY  - BOOK
AU  - Heskett,James L.
AU  - Sasser,W.Earl
AU  - Schlesinger,Leonard A.
TI  - The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value 
SN  - 0684832569
AV  - HF5415.5 .H47 1997
PY  - 1997///
CY  - New York
PB  - Free Press
KW  - Customer services
KW  - Consumer satisfaction
KW  - Employee loyalty
ER  -