The service profit chain
Subtitle: how leading companies link profit and growth to loyalty, satisfaction, and value
By: James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.
Contributors: Sasser, W. Earl.; Schlesinger, Leonard A.
Publisher: Free Press
Published: 1997
Place of publication: New York
Language: eng
Number of pages: 301
Subjects: Customer services.; Consumer satisfaction.; Employee loyalty.; Industrial productivity.
Notes: Includes bibliographical references (p. 271-279) and index.