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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value

by W. Earl Sasser Jr.,Leonard A. Schlesinger,James L. Heskett

ISBN 13: 9780684832562

Format: Illustrated (320 pages)
Publisher: Free Press
Published: 03 Jun 1997

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The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

by James L. Heskett,W. Earl Sasser Jr.,Leonard A. Schlesinger

ISBN 13: 9780743225694

Format: Hardcover (400 pages)
Publisher: The Free Press
Published: 16 Jun 2003

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