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The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value
by Heskett, James L;
Sasser, W. Earl;
Schlesinger, Leonard A.
Material type:  Book; Format:
print
bibliography
 ; Literary form:
not fiction
Publisher: New York : Free Press, c1997Availability: Items available for loan: Lee Yan Fong Library (1). Location(s): Library Collection HF5415.5 H47 1997.
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The balanced scorecard : translating strategy into action
by Kaplan, Robert S;
Norton, David P.
Material type: Book; Format:
print
bibliography
; Literary form:
not fiction
Publisher: Boston, Mass. : Harvard Business School Press, 1996Availability: Items available for loan: Lee Yan Fong Library (1). Location(s): Library Collection HD56 K35 1996.
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