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Managing customer services по Hayes, Jenny

Services marketing people, technology, strategy по Lovelock, Christopher H.

Crafting the customer experience for people not like you how to delight and engage the customers your competitors don't understand по McDonald, Kelly 1961-

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Total quality service principles, practices, and implementation по Stamatis, D. H. 1947-

Quality customer service по Martin, William B

Satisfying internal customers first a practical guide to improving internal and external customer satisfaction по Chang, Richard Y.

Best practices in customer service

Successful service operations management

The discipline of market leaders choose your customers, narrow your focus, dominate your market по Treacy, Michael

Service leadership the quest for competitive advantage по Gronfeldt, Svafa