@article{1417858,
      note = {Includes index.},
      author = {Heskett, James L., and Sasser, W. Earl, and Schlesinger,  Leonard A.,},
      url = {http://library.usi.edu/record/1417858},
      title = {What great service leaders know and do : creating  breakthroughs in service firm /},
      recid = {1417858},
      pages = {1 online resource (289 pages) :},
}