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001 990002878670403321
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100   $a20000920d1997----km-y0itay50------ba
101  1$aENG
200 1 $a<<The >>service profit chain : how leading companies link profit and growth to loyalty, satisfaction and value$fJames L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger
210   $aNew York$cThe Free Press$d1997
215   $axvii, 300 p.$d23 cm
700  1$aHeskett,$bJames L.$0107393
702  1$aSasser,$bWilliam Earl
702  1$aSchlesinger,$bLeonard A.
801  0$aIT$bUNINA$gRICA$2UNIMARC
901   $aBK
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952   $a4-0-589-TI$b6261$fECA
959   $aECA
996   $aService profit chain : how leading companies link profit and growth to loyalty, satisfaction and value$9416221
997   $aUNINA
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