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The Service Profit Chain
inbunden,
1997,
Engelska,
ISBN 9780684832562
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading …
The Value Profit Chain
pocket,
2014,
Engelska,
ISBN 9781476799988
James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to …