Text ( visual ) : unmediated The service management course : cases and readings / W. Earl Sasser, Jr., Christopher W.L. Hart, James L. Heskett. -- New York : Free Press ; Toronto : Maxwell Macmillan Canada ; New York : Maxwell Macmillan International , c1991. -- x, 977 p. : ill. ; 26 cm. -- Includes bibliographical references. -- ISBN 0029140919 ; (BA13718478) ; https://ci.nii.ac.jp/ncid/BA13718478 Author Heading(s): Sasser, W. Earl ; Hart, Christopher W. L. ; Heskett, James L.. -- Classification(s): NDC9 : 673 ; LCC : HD9980.5 ; DC20 : 658. -- Subject Heading(s): LCSH : Service industries -- Management -- Case studies