TY  - BOOK
AU  - Heskett,James L.
AU  - Sasser,W.Earl
AU  - Schlesinger,Leonard A.
TI  - The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value 
SN  - 0684832569
AV  - HF5415.5 .H47 1997
U1  - 658.8/12 21
PY  - 1997///
CY  - New York
PB  - Free Press
KW  - Customer services
KW  - Consumer satisfaction
KW  - Employee loyalty
KW  - Industrial productivity
KW  - Consumidor
KW  - larpcal
KW  - Controle de qualidade
KW  - Klantenservice
KW  - gtt
KW  - Klantgerichtheid
KW  - Productiviteit
KW  - Relations avec la clientèle
KW  - ram
KW  - Consommateurs
KW  - Satisfaction
KW  - Satisfaction au travail
KW  - Personnel
KW  - Attitudes
N1  - Includes bibliographical references (p. 271-279) and index
UR  - http://www.loc.gov/catdir/bios/simon051/96044611.html
UR  - http://www.loc.gov/catdir/description/simon052/96044611.html
UR  - http://www.loc.gov/catdir/enhancements/fy0631/96044611-t.html
UR  - http://www.loc.gov/catdir/enhancements/fy0641/96044611-s.html
UR  - http://www.archive.org/details/serviceprofitcha00hesk
UR  - http://www.openlibrary.org/books/OL1004857M
ER  -