The service profit chain : how leading companies link profit and growth to loyalty, satisfaction and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger. — New York : Free Press, [1997]. — XVII, 301 p. ; 25 cm. — ISBN 0-684-83256-9 1. Clientes.2. Servicios al cliente.3. Marketing. I. Sasser, W. Earl, Jr.. II. Schlesinger, Leonard A.. 658.89