TY  - BOOK
AU  - Heskett, James L.
AU  - Sasser,W Earl
AU  - Schlesinger,Leonard A
TI  - Value profit chain: treat employees like customers and customers like employees 
SN  - 0743225694
U1  - 658.812 
PY  - 2003///
CY  - New York
PB  - Free press
KW  - Customer services
KW  - Consumer satisfaction
KW  - Organizational effectiveness
KW  - Communication in marketing
KW  - Employee loyalty
ER  -