TY  - BOOK
AU  - Heskett,James L.,Sasser,W. Earl
AU  - Schlesinger,Leonard A.
TI  - THE SERVICE PROFIT CHAIN
SN  - 0684832569
U1  - 658.812 
PY  - 1997///
CY  - 
PB  - Free Press, New York
KW  - Customer Services
KW  - Customer Satisfaction
KW  - Employ Loyalty
ER  -