TY  - BOOK
AU  - Heskett James L 
TI  - Service Breakthroughs: Changing the Rules of the Game 
SN  - 9781416576860
U1  - 658.8 
PY  - 1990///
CY  - New York
PB  - The Free Press 
KW  - Customer Service
KW  - Sales Management
ER  -