Lee Yan Fong Library

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Heskett, James L.

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. - New York : Free Press, c1997. - xvii, 301 p. : ill. ; 25 cm.

Includes bibliographical references and index.

ISBN: 0684832569 9780684832562

Subjects--Topical Terms:
Customer services.
Consumer satisfaction.
Employee loyalty.
Industrial productivity.

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