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＜図書＞
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

出版者	New York : Free Press
出版年	c1997
大きさ	xvii, 301 p. ; 25 cm
著者標目	Heskett, James L. Sasser, W. Earl Schlesinger, Leonard A.
件　名	Customer services Customer satisfaction Employee loyalty Industrial productivity
一般注記	Includes bibliographical references and index

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