Linking service to profit: the business case for service excellence
Year of publication: |
2003
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Authors: | Bates, Ken ; Bates, Hilary ; Johnston, Robert |
Published in: |
International journal of service industry management : IJSIM. - Bradford : Emerald, ZDB-ID 1041356x. - Vol. 14.2003, 2, p. 173-183
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