HESKETT, Sasser, & Schlesinger. (1997). The service profit chain: How leading companies link profit and growth to loyalty, satisfaction and value. The Free Press.
Chicago Style (17th ed.) CitationHESKETT, Sasser, and Schlesinger. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value. New York: The Free Press, 1997.
MLA (9th ed.) CitationHESKETT, et al. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value. The Free Press, 1997.
Warning: These citations may not always be 100% accurate.