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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.
Type: materialTypeLabelBookPublisher: New York: Free Press, 1997Description: xvii, 300p.; 23cm.ISBN: 9780684832562.Subject(s): Marketing | Customer services | Customer satisfaction | Industrial productivity
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CSIR-HQRS
366:658.8 N7 (Browse shelf) Available C163

Includes index

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