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.

The service profit chain : how leading companies link profit and growth to loyalty, satisfaction and value

Bibliographic Details
Main Author: HESKETT
Other Authors: Sasser, Schlesinger
Published: New York: New York: The Free Press, 1997. 1997.
Subjects:
Employee loyalty
Customer services
Customer satisfaction
Industrial productivity
Description
Physical Description:xvii, 301p.: ill; 24cm.
ISBN:0684832569

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