@article{784820,
      author = {Heskett, James L. and Sasser, W. Earl. and Schlesinger,  Leonard A.},
      url = {http://library.usi.edu/record/784820},
      title = {What great service leaders know and do : creating  breakthroughs in service firms /},
      recid = {784820},
      pages = {1 online resource (viii, 275 pages) :},
}