@book{ BA11250524,
 author = "Heskett, James L. and Sasser, W. Earl and Hart, Christopher W. L.",
 title = "Service breakthroughs : changing the rules of the game",
 publisher = "Free Press,Collier Macmillan",
 year = "1990",
 URL = "https://ci.nii.ac.jp/ncid/BA11250524"
}
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