Text ( visual ) : unmediated
Service breakthroughs : changing the rules of the game / James L. Heskett, W. Earl Sasser, Jr., Christopher W.L. Hart. -- New York : Free Press ; Toronto : Collier Macmillan , c1990. -- xii, 306 p. : ill. ; 25 cm. -- Includes bibliographical references (p. 279-293) and index. -- ISBN 0029146755 ; (BA11250524) ; https://ci.nii.ac.jp/ncid/BA11250524
Author Heading(s): Heskett, James L. ; Sasser, W. Earl ; Hart, Christopher W. L.. -- Classification(s): LCC : HF5415.5 ; DC20 : 658.8/12. -- Subject Heading(s): LCSH : Customer service ; LCSH : Sales management
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