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1.
Books : The Service Profit Chain
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3.
Books : Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
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4.
Books : The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees
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5.
Books : Service Breakthroughs
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6.
Books : The Profitable Art of Service Recovery
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7.
Books : Lessons in the Service Sector
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