TY  - BOOK
AU  - Heskett,James L.
AU  - Sasser,W.Earl
AU  - Hart,Christopher W.L.
TI  - Service breakthroughs: changing the rules of the game 
SN  - 0029146755
AV  - HF5415.5 .H43 1990
U1  - 658.8/12 20
PY  - 1990///
CY  - New York, Toronto
PB  - Free Press, Collier Macmillan
KW  - Customer services
KW  - Sales management
N1  - Includes bibliographical references (p. 279-293) and index
ER  -