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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value
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Heskett, James L.
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The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
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Heskett, James L.
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The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
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Heskett, James L.
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