Service breakthroughs :changing the rules of the game /
Heskett, James L.
Service breakthroughs : changing the rules of the game /
James L. Heskett, W. Earl Sasser, Jr., Christopher W.L. Hart.
- New York : Toronto : Free Press ; Collier Macmillan, c1990.
- xii, 306 p. : ill. ; 25 cm.