TY  - BOOK
AU  - Heskett, James L
AU  - Sasser, W Earl Schlesinger, Leonard A
TI  - The service profit chain: how leading companies link profit and growth to loyalty, satisfation, and value
SN  - 0-684-83256-9
U1  - 658.8 
PY  - 1997///
CY  - New York
PB  - The free press
KW  - ADMINISTRACION DE EMPRESAS
KW  - PRODUCTIVIDAD INDUSTRIAL
KW  - CLIENTES
ER  -