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LEADER 00000nam 2200000uu 4500
001 41922
003 ULIBM
008 150107s19979999eng 000 0 eng d
020 ^a9780684832562
050 00 ^aHF5415.5^bH47S
100 1 ^aHeskett, James L.
245 14 ^aThe service profit chain :^bhow leading companies linkprofit and growth to loyalty, satisfaction, and value /^cJames L. Heskett, W. Earl Sasser, Jr., Leonard A.Schlesinger
260 ^aNew York :^bFree Press,^c1997
300 ^axvii, 301 p. :^bill.
504 ^aIncludes bibliographical references (p. 271-279) and index
650 0 ^aCustomer services
650 0 ^aConsumer satisfaction
650 0 ^aEmployee loyalty
650 0 ^aIndustrial productivity
700 1 ^aSasser, W. Earl
700 1 ^aSchlesinger, Leonard A.
945 ^p765^l0^i201402852
999 ^aRodjaney

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Author [Heskett, James L.]

Subject [Customer services]

Subject [Consumer satisfaction]

Subject [Employee loyalty]

Subject [Industrial productivity]

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