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Evenson, Renee,
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Customer service management training 101 : quick and easy techniques that get great results / Renee Evenson.
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New York : AMACOM, 2011.
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Gabbott, Mark
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Contemporary services marketing management: : a reader
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London: The Dryden Press, 1997
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Understanding services management : intergrating marketing, organisation behaviour, operations and human resourse management / William J. Glynn and James G. Barnes (eds)
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New Delhi : Prentice-Hall of India, 1995
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