The Service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett ; W. Earl Sasser, Jr. ; Leonard A. Schlesinger. (1996). New York, NY: Free Press, c.
The Service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett ; W. Earl Sasser, Jr. ; Leonard A. Schlesinger. . New York, NY: Free Press, c, 1996. Buku Wajib.