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Improving customer satisfaction, loyalty and profit: an integrated measurement and management system Johnson, Michael D.

by Johnson, Michael D | Gustafsson, Anders.

Material type: Text Text; Format: print ; Literary form: Not fiction Publisher: San Francisco Jossey - Bass 2000Availability: Items available for loan: Vikram Sarabhai LibraryCall number: 658.812 J6I6 (1).

Competing in a service economy: how to create a competitive advantage through service development and innovation Gustafsson, Anders

by Gustafsson, Anders | Johnson, Michael D.

Material type: Text Text; Format: print ; Literary form: Not fiction Publisher: San Francisco Jossey - Bass 2003Availability: Items available for loan: Vikram Sarabhai LibraryCall number: 658.812 G8C6 (1).

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