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  1. 1
    On great service : a framework for action Leornard L Berry.
    by BERRY
    Published New York: The Free Press, 1995.
  2. 2
    Total quality service : principles,practices and implementation D.H Stamatis..
    by STAMATIS
    Published Florida: St.Lucia Press, 1996.
  3. 3
    Winning the service game Benjamin Schneider and David E Bowen.
    by SCHNEIDER
    Published Boston: Harvard Business School Press, 1995.