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Heskett, James L. 4 0

The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / 6 6 James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger. - - - xvii, 301 pages : illustrations 25 cm. - - - - - . - . - 0 . - . - 0 .



Includes bibliographical references and index.



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Professional.











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ISBN: 0684832569 (hardcover)

ISSN: 2 = =

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Nat. Bib. No.: 2

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Subjects--Topical Terms:
Customer services.;Consumer satisfaction.;Employee loyalty.;Industrial productivity. --------20--

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LC Class. No.: HF5415.5 / .H47 19972

Dewey Class. No.: 658.812 H461s 1997 / 221

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