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Designing and delivering superior customer value : concepts, cases, and applications
Weinstein, Art; Johnson, William C. - 1999
Persistent link: https://www.econbiz.de/10004139812
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A model of customer satisfaction with service encounters involving failure and recovery
Smith, Amy K.; Bolton, Ruth N.; Wagner, Janet - 1998
Persistent link: https://www.econbiz.de/10004020130
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Service quality : new directions in theory and practice
Rust, Roland T. (contributor) - 1994
Persistent link: https://www.econbiz.de/10004181386
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Free, perfect, and now : connecting to the three insatiable customer demands ; a CEO's true story
Rodin, Robert - 1999
Persistent link: https://www.econbiz.de/10004567214
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Raving fans : a revolutionary approach to customer service
Blanchard, Kenneth H.; Bowles, Sheldon M. - 1998
Persistent link: https://www.econbiz.de/10004376210
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How to measure service quality & customer satisfaction : the informal field guide for tools and techniques
Chakrapani, Chuck - 1998
Persistent link: https://www.econbiz.de/10004377348
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Consumer expectations of services and their effect on perceived service quality
Hamer, Lawrence Olin
Persistent link: https://www.econbiz.de/10004593358
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Kundenzufriedenheit durch Servicequalität : Konzeption, Messung, Umsetzung
Rapp, Reinhold - 1995
Persistent link: https://www.econbiz.de/10004248121
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Customer service : career success through customer loyalty
Timm, Paul R. - 2008 - 4. ed.
Persistent link: https://www.econbiz.de/10004892228