Heskett, James L. The service profit chain : : how leading companies link profit and growth to loyalty, satisfaction, and value / [electronic resource] / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.. — New York : : Free Press,, c1997.. — xvii, 301 p. : : ill. ; 25 cm.

Includes bibliographical references (p. 271-279) and index.



ISBN: 0684832569 9780684832562

LCCN: 96044611

Nat. Bib. No.: GB98-66583

Subjects--Topical Terms:
Customer services.
Consumer satisfaction.
Employee loyalty.
Industrial productivity.
Consumidor
Controle de qualidade
Klantenservice.
Klantgerichtheid.
Productiviteit.
Relations avec la clientèle.
Consommateurs--Satisfaction.
Satisfaction au travail.
Personnel--Attitudes.

LC Class. No.: HF5415.5 / .H47 1997

Dewey Class. No.: 658.8/12 338.4068