@article{263850,
      author = {Heskett, James L. and Sasser, W. Earl. and Schlesinger,  Leonard A.},
      url = {http://library.usi.edu/record/263850},
      title = {The value profit chain : treat employees like customers  and customers like employees /},
      publisher = {The Free Press,},
      recid = {263850},
      pages = {xxii, 377 p. ;},
      address = {New York, NY :},
      year = {2003},
}