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  1. 1
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    Superior customer value in the new economy : concepts and cases /
  2. 2
    by Horovitz, Jacques, 1947-
    Published 2004
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    Service strategy : management moves for customer results /
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    Sense and respond : the journey to customer purpose /
  4. 4
    by Heppell, Michael
    Published 2006
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    Five star service, one star budget : how to create magic moments for your customers that get you notice, remembered, and referred /
  5. 5
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    The best service is no service : how to liberate your customers from customer service, keep them happy, and control costs /
  6. 6
    by Dalgic, Tevfik, Yeniceri, Tulay
    Published 2013
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    Customer-oriented marketing strategy : theory and practice /
  7. 7
    Published 2017
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    Service failures and recovery in tourism hospitality : a practical manual /
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