TY  - BOOK
AU  - Heskett,James L.
AU  - Sasser,W.Earl
AU  - Hart,Christopher
TI  - Service breakthroughs: changing the rules of the game 
SN  - 0029146755 (hbk.)
PY  - 1990///
CY  - New York
PB  - The Free Press
KW  - Customer services
KW  - Sales management
ER  -