Heskett, J., Sasser, W., and Hart, C. (1990). Service Breakthroughs: Changing the Rules of the Game. New York: The Free Press, A Division of MacMillan, Inc.\001
Customer Retention
Kotter JP, Heskett JL (1992). Corporate culture and performance. New York: The Free Press.
Pettinger's Theory on Management
Kotter, J. P. & Heskett, J. L. 1992. Corporate culture and performance. New York: Free Press.
Cultural Diversity in the Business Environment
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