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| LEADER |
00000cam a2200000 7i4500 |
| 001 |
0000005586 |
| 005 |
19980615.0 |
| 008 |
980615s1997 |
| 020 |
0 |
0 |
|a 0684832569
|
| 090 |
0 |
0 |
|a 658.812
|b HES
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| 100 |
1 |
0 |
|a HESKETT
|h James L
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| 245 |
1 |
4 |
|a The service profit chain :
|b how leading companies link profit and growth to loyalty, satisfaction and value
|c James L Heskett, W.Earl Sasser and Leonard A. Schlesinger
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| 260 |
0 |
0 |
|a New York :
|b The Free Press ,
|c 1997
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| 300 |
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|a xvii, 301p. :
|b ill ;
|c 24cm.
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| 650 |
0 |
0 |
|a Customer satisfaction
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| 650 |
0 |
0 |
|a Customer services
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| 650 |
0 |
0 |
|a Employee loyalty
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| 650 |
0 |
0 |
|a Industrial productivity
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| 700 |
1 |
1 |
|a Sasser
|h W.Earl
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| 700 |
1 |
1 |
|a Schlesinger
|h Leonard A
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| 999 |
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|a B000004578
|b MONOGRAPH
|c OPEN SHELF
|e Default branch
|