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Putting the Service-Profit Chain to Work
Harvard Business Review, 1994
James Heskett
Citation:
Heskett, James L., Thomas O. Jones, Gary Loveman, W. Earl Sasser, Leonard A. Schlesinger, "Putting the Service-Profit Chain to Work", Harvard Business Review, vol. 72, no. 2 March - April 1994, pp. 164-174.

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