TY  - GEN
AU  - Heskett, James L.
AU  - Sasser, W Earl; Schlesinger, Leonard A.
TI  - The service profit chain: how leading companies link profit and growth to loyalty, satisfaction and value
SN  - 0684832569
U1  - 658.8 
PY  - 1997///
CY  - New York
PB  - The Pree Press
KW  - MANAGEMENT
KW  - MARKETING
ER  -