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The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger

Publisher New York : Free Press
Year c1997
Authors *Heskett, James L.
Sasser, W. Earl
Schlesinger, Leonard A.

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Chiyoda (Textbooks)(ICS)
K3361:126B 120503302G
0684832569

Chiyoda (Textbooks)(ICS)
K3361:126 120504445P
0684832569

Chiyoda (Textbooks)(ICS)
K3361:126A 120504446Q
0684832569

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Material Type Books
Size xvii, 301 p. ; 25 cm
Notes Includes bibliographical references and index
Subjects LCSH:Customer services
LCSH:Customer satisfaction
LCSH:Employee loyalty
LCSH:Industrial productivity
Classification LCC:HF5415.5
DC21:658.8/12
Language English
ID 1000036215
ISBN 0684832569
NCID BA29896861 WCLINK

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