Heskett, J. L., Sasser, W. E., & Schelesinger, L. A. (1997). The service profit chain: How leading companies companies link profit and growth to loyalty, satisfaction, and value. The Free Press.
Цитирование в стиле Чикаго (17-е изд.)Heskett, James L., W. Earl Sasser, и Leonard A. Schelesinger. The Service Profit Chain: How Leading Companies Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. Nueva York: The Free Press, 1997.
Цитирование MLA (9-е изд.)Heskett, James L., et al. The Service Profit Chain: How Leading Companies Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. The Free Press, 1997.
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