TY  - BOOK
AU  - Heskett,James L.
AU  - Sasser,W.Earl
AU  - Schlesinger,Leonard A.
TI  - The value profit chain: treat employees like customers and customers like employees 
SN  - 0743225694
AV  - HF5415.5 .H473 2003
PY  - 2003///
CY  - New York
PB  - The Free Press
KW  - Customer services
KW  - Consumer satisfaction
KW  - Organizational effectiveness
ER  -