The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value - Heskett, James L. 4 0 16; Sasser, W. Earl,;Schlesinger, Leonard A.; 5 (New York : The Free Press, 1997)
Includes bibliographical references and index.
Professional.
Keywords: 2 -- 0; 6; Customer services.;Consumer satisfaction.;Employee loyalty.;Industrial productivity. -- 20; 20; 2