000			00890nam a22002657a 4500
003			NY
005			20190920103955.0
008			190920s1997 nyua b 001 0 eng
020			_a0684832569
020			_a9780684832562
040			_cNY
050			_aHF5415.5 _bH47 1997
100	1		_aHeskett, James L.
245	1	4	_aThe service profit chain : _bhow leading companies link profit and growth to loyalty, satisfaction, and value / _cJames L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.
260			_aNew York : _bFree Press, _cc1997.
300			_axvii, 301 p. : _bill. ; _c25 cm.
504			_aIncludes bibliographical references and index.
650		0	_aCustomer services.
650		0	_aConsumer satisfaction.
650		0	_aEmployee loyalty.
650		0	_aIndustrial productivity.
700	1		_aSasser, W. Earl.
700	1		_aSchlesinger, Leonard A.
942			_2lcc _cBK
999			_c31661 _d31661