Heskett, James L, <br/><br/>
The service profit chain :  how leading companies link profit and growth to loyalty, satisfaction, and value / 
James L. Heskett, W. Earl Sasser, Jr. [and] Leonard A. Schlesinger. 
 - 301 páginas 
<br/><br/><label>ISBN: </label>0684832569 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Lealtad del empleado.<br/>Productividad industrial.<br/>Satisfacción del cliente.<br/>Servicio al cliente.
<br/><br/><label>Dewey Class. No.: </label>658.812  / H584s 1997