TY  - BOOK
AU  - HESKETT, James L
AU  - SASSER, W.Earl
TI  - Service profit chain: How leading companies link profit and growth to loyalty, satisfaction,and value
SN  - 0684832569
U1  - 658.812 
PY  - 1997///
CY  - 
PB  - THE FREE PRESS
KW  - CONSUMER SATISFACTION
KW  - MARKETING - CONSUMER SATISFACTION
ER  -