W. Earl Sasser

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The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
Heskett, James L.; Sasser, W. Earl; Wheeler, Joe

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� 4.13

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The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
Sasser Jr., W. Earl; Schlesinger, Leonard A.; Heskett, James L.

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� 3.30

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The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
Heskett, James L.; Sasser Jr., W. Earl; Schlesinger, Leonard A.

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� 3.84

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Service Breakthroughs: Changing the Rules of the Game
Heskett, James L.; Sasser, Earl W.; Et Al

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� 4.09

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The Service Management Course: Cases and Readings
Sasser Jr., W. Earl; Hart, Christopher W.L.; Heskett, James L.

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� 16.92

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