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. ISBN: 0029146755 : $27.95 LCCN: 90034202 LC Class. No.: HF5415.5 .H43 1990 / .H43 1990 Dewey Class. No.: 658.8/12