Customer satisfaction results from the realization of high levels of value compared to competitors . . . Value is created by satisfied, committed, loyal, and productive employees.
JAMES L. HESKETT, W. EARL SASSER, JR., AND LEONARD L. SCHLESINGER
Customer satisfaction results from the realization of high levels of value compared to competitors . . . Value is created by satisfied, committed, loyal, and productive employees.
JAMES L. HESKETT, W. EARL SASSER, JR., AND LEONARD L. SCHLESINGER
