@article{130036,
      author = {Heskett, James L. and Sasser, W. Earl. and Hart,  Christopher W. L.},
      url = {http://library.usi.edu/record/130036},
      title = {Service breakthroughs : changing the rules of the game /},
      publisher = {Free Press ;},
      recid = {130036},
      pages = {xii, 306 p. :},
      address = {New York :},
      year = {1990},
}