Heskett, J. L. (1997). The service profit chain: How leading companies link profit and growth to loyalty, statisfaction, and value. New York: The Free Press.
シカゴスタイル引用形Heskett, James L. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Statisfaction, and Value. New York: The Free Press, 1997.
MLA引用形式Heskett, James L. The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Statisfaction, and Value. New York: The Free Press, 1997.
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