Title: The service profit chain
First published: 1997
Subjects: Consumer satisfaction, Customer services, Employee loyalty, Industrial productivity, Satisfaction au travail, Productiviteit, Klantgerichtheid, Controle de qualidade, Klantenservice, Consommateurs, Satisfaction, Attitudes, Relations avec la clientèle, Consumidor, Personnel, Profit, Service industries
LC classification: HF5415.5 .H47 1997