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1. |  | Title: The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger ISBN: 0684832569 Publisher: Free Press Pub. Date: 01 April, 1997 List Price: $32.50 Amazon.com Price: $22.10 |
| 2. |  | Title: The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees by James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger ISBN: B0001CJ9GI Publisher: Free Press Pub. Date: 09 January, 2003 List Price: $35.00 Amazon.com Price: $8.99 |
| 3. |  | Title: Putting the Service-Profit Chain to Work (HBR OnPoint Enhanced Edition) by James L. Heskett, Thomas O. Jones, Gary Loveman, W. Earl, Jr. Sasser, Leonard A. Schlesinger ISBN: B00005REHU Publisher: Harvard Business School Press Pub. Date: 27 March, 2004 List Price: $7.00 Amazon.com Price: $7.00 |
| 4. |  | Title: SERVICE BREAKTHROUGHS : CHANGING THE RULES OF THE GAME by James L. Heskett, W. Earl Sasser, Christopher, W.L. Hart ISBN: 0029146755 Publisher: Free Press Pub. Date: 17 September, 1990 List Price: $35.00 Amazon.com Price: $24.50 |
| 5. |  | Title: Zero Defections: Quality Comes to Services (HBR OnPoint Enhanced Edition) by Frederick F. Reichheld, W. Earl, Jr. Sasser ISBN: B00005REI7 Publisher: Harvard Business School Press Pub. Date: 27 March, 2004 List Price: $7.00 Amazon.com Price: $7.00 |
| 6. |  | Title: Match Supply and Demand in Service Industries by W. Earl, Jr. Sasser ISBN: B00005REKD Publisher: Harvard Business School Press Pub. Date: 27 March, 2004 List Price: $6.00 Amazon.com Price: $6.00 |
| 7. |  | Title: Why Satisfied Customers Defect (HBR OnPoint Enhanced Edition) by Thomas O. Jones, W. Earl, Jr. Sasser ISBN: B00005REJ4 Publisher: Harvard Business School Press Pub. Date: 27 March, 2004 List Price: $7.00 Amazon.com Price: $7.00 |
| 8. |  | Title: Management of service operations: Text, cases, and readings by W. Earl Sasser ISBN: 0205061044 Publisher: Allyn and Bacon Pub. Date: 1978 List Price: $34.32 Amazon.com Price: $34.32 |
| 9. |  | Title: The Profitable Art of Service Recovery by Christopher W.L. Hart, James L. Heskett, W. Earl, Jr. Sasser ISBN: B00005RZ35 Publisher: Harvard Business School Press Pub. Date: 27 March, 2004 List Price: $6.00 Amazon.com Price: $6.00 |
| 10. |  | Title: Cases in Operations Management: Analysis and Action by W. Earl Sasser ISBN: 0256029032 Publisher: McGraw-Hill Pub. Date: 01 July, 1982 List Price: $36.95 Amazon.com Price: $36.95 |
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