TY  - BOOK
AU  - Heskett,James L.
AU  - Earl Sasser,W.Jr
AU  - Schlesinger,Leonard A.
TI  - The value profit chain: treat employees like customers and customers like employees 
SN  - 0743225694
U1  - 658.812 21 ed.
PY  - 2003///
CY  - New York
PB  - The Free Press
KW  - Customer Services
KW  - Communication in Marketing
KW  - Consumer Satisfaction
KW  - Servicio al Cliente
N1  - Incluye Apendices, Notas, etc
ER  -