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AuthorTitle/Subject
Peters, TomThriving on Chaos (Service Pays Handsomely: PIMS & TARP studies)
Peters, TomThriving on Chaos (Case Study: Where Superlative Service is the Norm)
Sewell, CarlCustomers for Life (QTCQ Measures)
Zemke, Ron with Dick SchaafThe Service Edge (Case Study: The Case of the French Fries)
Zemke, Ron with Dick SchaafThe Service Edge (Five Fundamental Service Tactics)
Zemke, Ron with Dick SchaafThe Service Edge (The Case of the Overbooked Hotel)
Zemke, Ron with Dick SchaafThe Service Edge (Service Recovery)
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