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|b GRO
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|a GRONFELDT
|h Svafa
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|a Service leadership :
|b the quest for competitive advantage
|c Svafa Gronfeldt, Judith Strother
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| 260 |
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|a London :
|b Sage Pubs. ,
|c 2006
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| 300 |
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|a xiii,319p. :
|b ill. ;
|c 26cm.
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| 504 |
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|a The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies--not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people.
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| 650 |
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|a Customer services management
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| 700 |
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|a Strother
|h Judith
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| 999 |
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|a B000010767
|b MONOGRAPH
|c OPEN SHELF
|e Default branch
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