James L. Heskett & W. Earl Sasser et al. : The Service Profit Chain

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James L. Heskettin, W. Earl Sasserin ja Leonard A. Schlesingerin teos pureutuu palveluyritysten kannattavuuden avaintekijöihin – asiakastyytyväisyyteen, työntekijöiden tuottavuuteen ja uskollisuuteen.

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