TY - BOOK AU - Heskett, James L. AU - Sasser, W. Earl AU - Hart, Christopher W. L. TI - Service breakthroughs : changing the rules of the game PB - Free Press PB - Collier Macmillan PY - 1990 EP - xii, 306 p. UR - https://ci.nii.ac.jp/ncid/BA11250524 SN - 0029146755 ER -