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The Service-profit link

Author: James L Heskett; W Earl Sasser; Leonard A Schlesinger; Harvard Business School Management Productions.; Ingenium Communications.
Publisher: Boston, MA : Harvard Business School Management Productions, ©1993.
Series: People, service, success, 1.
Edition/Format:   VHS video : VHS tape   Visual material : English
Database:WorldCat
Summary:
Professors Jim Heskett, Earl Sasser, and Len Schlesinger demonstrate the direct connections between superlative customer service, customer satisfaction, and sustained profitability. Shows superlative service in action at Taco Bell, Citibank, and Xerox.
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Material Type: Videorecording
Document Type: Visual material
All Authors / Contributors: James L Heskett; W Earl Sasser; Leonard A Schlesinger; Harvard Business School Management Productions.; Ingenium Communications.
OCLC Number: 29732574
Description: 1 videocassette (35 min.) : sd., col. ; 1/2 in. + Manual.
Details: VHS.
Series Title: People, service, success, 1.
Responsibility: Harvard Business School Management Productions [and] Ingenium Communications.

Abstract:

Professors Jim Heskett, Earl Sasser, and Len Schlesinger demonstrate the direct connections between superlative customer service, customer satisfaction, and sustained profitability. Shows superlative service in action at Taco Bell, Citibank, and Xerox.

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