000			01577pam a2200457 a 4500
008			020628s2003 nyua b 001 0 eng
010			_a 2002027162
020			_a0743225694
040			_aDLC _cDLC _dDLC _dICrlF
042			_apcc
050	0	0	_aHF5415.5 _b.H473 2003
082	0	0	_a658.8/12 _221
100	1		_aHeskett, James L.
245	1	4	_aThe value profit chain : _btreat employees like customers and customers like employees / _cJames L. Heskett, W. Earl Sasser Jr., Leonard A. Schlesinger.
260			_aNew York : _bFree Press, _cc2003.
300			_axxii, 377 p. : _bill ; _c24 cm.
504			_aIncludes bibliographical references and index.
510	0		_aLibrary Journal.
510	0		_aPublisher's Weekly.
510	0		_aBooklist.
520			_aArgues that by paying close attention to the employee-customer relationship, any organization can become a low-cost provider and achieve superior results.
521	2		_aAdult _bFollett Library Resources.
650		0	_aCustomer services.
650		0	_aConsumer satisfaction.
650		0	_aOrganizational effectiveness.
650		0	_aCommunication in marketing.
650		0	_aEmployee loyalty.
650		7	_aCustomer services. _2sears.
650		7	_aConsumers. _2sears.
650		7	_aSatisfaction. _2sears.
650		7	_aManagement. _2sears.
650		7	_aCommunication. _2sears.
650		7	_aMarketing. _2sears.
650		7	_aLoyalty. _2sears.
700	1		_aSasser, W. Earl.
700	1		_aSchlesinger, Leonard A.
005			20170126093213.0
001			19095
003			UOWD
942			_cREGULAR
999			_c1601 _d1601