The Value Profit Chain : Treat Employees Like Customers and Customers Like
James L. Heskett
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The Ownership Quotient : Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
James L. Heskett
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What Great Service Leaders Know and Do : Creating Breakthroughs in Service Firms
James L. Heskett
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What Great Service Leaders Know and Do : Creating Breakthroughs in Service Firms
James L. Heskett
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The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees
James L. Heskett
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