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  - 0-02-914675-5
PY  - 1990///
CY  - New York, NY
PB  - Free Press
KW  - Customer service
KW  - Sales management
N1  - D., 7/04
ER  -