TY  - BOOK
AU  - Heskett, J.L. 
AU  - Hart, C.W.L. Sasser, W.E., Jr.
TI  - Service breakthroughs: changing the rules of the game
SN  - 0029146755
PY  - 1990///
CY  - New York
PB  - The Free Press
KW  - Customer service Sales management
ER  -