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W. Earl

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The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

By Heskett, James L., Sasser Jr., W. Earl, Schlesinger, Leonard A.

The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value

By Sasser Jr., W. Earl, Schlesinger, Leonard A., Heskett, James L.