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1. |  | Title: Putting the Service-Profit Chain to Work (HBR OnPoint Enhanced Edition) by James L. Heskett, Thomas O. Jones, Gary Loveman, Jr. W. Earl Sasser, Leonard A. Schlesinger ISBN: B00005REHU Publisher: Harvard Business School Press Pub. Date: 24 January, 2004 List Price: $7.00 Amazon.com Price: $7.00 |
| 2. |  | Title: Zero Defections: Quality Comes to Services (HBR OnPoint Enhanced Edition) by Frederick F. Reichheld, Jr. W. Earl Sasser ISBN: B00005REI7 Publisher: Harvard Business School Press Pub. Date: 24 January, 2004 List Price: $7.00 Amazon.com Price: $7.00 |
| 3. |  | Title: Why Satisfied Customers Defect (HBR OnPoint Enhanced Edition) by Thomas O. Jones, Jr. W. Earl Sasser ISBN: B00005REJ4 Publisher: Harvard Business School Press Pub. Date: 24 January, 2004 List Price: $7.00 Amazon.com Price: $7.00 |
| 4. |  | Title: Match Supply and Demand in Service Industries by Jr. W. Earl Sasser ISBN: B00005REKD Publisher: Harvard Business School Press Pub. Date: 24 January, 2004 List Price: $6.00 Amazon.com Price: $6.00 |
| 5. |  | Title: The Profitable Art of Service Recovery by Christopher W.L. Hart, James L. Heskett, Jr. W. Earl Sasser ISBN: B00005RZ35 Publisher: Harvard Business School Press Pub. Date: 24 January, 2004 List Price: $6.00 Amazon.com Price: $6.00 |
| 6. |  | Title: The Service Management Course: Cases and Readings by Christopher W.L. Hart, James L. Heskett, Earl W. Sasser, W. Earl, Jr. Sasser ISBN: 0029140919 Publisher: Free Press Pub. Date: June, 1991 List Price: $45.00 Amazon.com Price: $45.00 |
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