Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions
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Services Marketing (6th Edition) (Prentice-Hall Series in Marketing)
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Services Marketing
Author: Valarie A. Zeithaml
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Services Marketing
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The Service Profit Chain
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Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
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Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
Author: Leonard L. Berry
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Managing Customer Value: Creating Quality and Service That Customers Can See
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Driving Customer Equity : How Customer Lifetime Value is Reshaping Corporate Strategy
Author: Roland Rust
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Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
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Services Marketing (5th Edition)
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The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees
Author: James L. Heskett
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Moments of Truth
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Services Marketing
Author: Valarie Zeithaml
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Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) (Relevant Knowledge)
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On Great Service: A Framework for Action
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Services Marketing
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Moments of Truth
Author: Jan Carlzon
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Service Breakthroughs: Changing the Rules of the Game
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Service Management and Marketing: Customer Management in Service Competition
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Service Breakthroughs
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Service Management and Marketing : A Customer Relationship Management Approach, 2nd Edition
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Marketing Services: Competing Through Quality
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Service Quality: Research Perspectives (Foundations for Organizational Science)
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Marketing Services: Competing Through Quality
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Winning the Service Game
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Command Performance: The Art of Delivering Quality Service (The Harvard Business Review Book)
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Handbook of Relationship Marketing
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Service Quality: Research Perspectives (Foundations for Organizational Science)
Author: Benjamin Schneider
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Driving Customer Equity: How Customer Lifetime Value Is Reshaping Corporate Strategy
Author: Roland T. Rust
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Service Quality: New Directions in Theory and Practice
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