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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalt - Picture 1 of 1

The Service Profit Chain by Leonard A. Schlesinger, W. Earl Sasser, James L. Heskett (Hardcover, 1997)

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Need for Interconnectedness. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. Substituting Self-Selection for Selection.