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	1.	The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage by Heskett, James L Wheeler, Joe Sasser, W. Earl Material type: Text; Format: print ; Literary form: Not fiction Publication details: Boston Harvard Business Review Press 2008 Availability: Items available for loan: Institute of Management (1)Call number: 659.1 HES. Place hold Add to cart (remove)
	2.	The Service Management Course: Cases and Readings by Sasser, W. Earl Hart, Christopher W. L Heskett, James L Material type: Text; Format: print ; Literary form: Not fiction Publication details: New York The Free Press 1991 Availability: Items available for loan: Institute of Management (1)Call number: 658.032 SAS. Place hold Add to cart (remove)
	3.	The Service Management Course: Cases and Readings by Sasser, W. Earl Hart, Christopher W. L Heskett, James L Material type: Text; Format: print ; Literary form: Not fiction Publication details: New York The Free Press 1991 Availability: Items available for loan: Institute of Management (1)Call number: 658.032 SAS. Place hold Add to cart (remove)
	4.	The Value Profit Chain: Treat Employees Like Customers Like Employees by Heskett, James L Sasser, W. Earl Schlesinger, Leonard A Material type: Text; Format: print ; Literary form: Not fiction Publication details: New York The Free Press 2003 Availability: Items available for loan: Institute of Management (1)Call number: 658.812 HES. Place hold Add to cart (remove)
	5.	No cover image available Why Customers Matter by Sasser, W. Earl Series: Faculty Seminar Series: Great Ideas from Business Thought Leaders Material type: Film; Type of visual material: Publication details: Boston Harvard Business Review Press 2002 Availability: Items available for reference: Institute of Management: Not For Loan (2)Call number: 658.812 MCP00207 , ... Add to cart (remove)

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