| Record ID | marc_loc_2016/BooksAll.2016.part25.utf8:108180778:1319 |
| Source | Library of Congress |
| Download Link | /show-records/marc_loc_2016/BooksAll.2016.part25.utf8:108180778:1319?format=raw |
LEADER: 01319cam a2200313 a 4500
001 96044611
003 DLC
005 20060725214717.0
008 961009s1997 nyua b 001 0 eng
010 $a 96044611
020 $a0684832569
040 $aDLC$cDLC$dDLC
050 00 $aHF5415.5$b.H47 1997
082 00 $a658.8/12$221
100 1 $aHeskett, James L.
245 14 $aThe service profit chain :$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 (p. 271-279) 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.
856 42 $3Contributor biographical information$uhttp://www.loc.gov/catdir/bios/simon051/96044611.html
856 42 $3Publisher description$uhttp://www.loc.gov/catdir/description/simon052/96044611.html
856 41 $3Table of contents only$uhttp://www.loc.gov/catdir/enhancements/fy0631/96044611-t.html
856 41 $3Sample text$uhttp://www.loc.gov/catdir/enhancements/fy0641/96044611-s.html