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Heskett, James L., W. Earl Sasser, and 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.

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.