On Food and Cooking: The Science and Lore of the Kitchen
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The Ultimate Question: Driving Good Profits and True Growth
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BE OUR GUEST
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Process Mapping, Process Improvement and Process Management
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The Southwest Airlines Way : Using the Power of Relationships to Achieve High Performance
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The Service Profit Chain
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The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
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Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
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Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
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The Leader in You
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Managing Customer Value: Creating Quality and Service That Customers Can See
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Coaching Knock Your Socks Off Service
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The Six Sigma Way: How GE, Motorola, and Other Top Companies are Honing Their Performance
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Service Breakthroughs
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The Nordstrom Way: The Inside Story of America`s #1 Customer Service Company
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Best Practices in Customer Service
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The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees
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Lessons in Loyalty: How Southwest Airlines Does It - An Insider's View
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Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) (Relevant Knowledge)
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On Great Service: A Framework for Action
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Delivering Quality Service
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Service Breakthroughs: Changing the Rules of the Game
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Measuring Customer Satisfaction: Survey Design, Use, and Statistical Analysis Methods, Second Edition
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Putting the Service-Profit Chain to Work (HBR OnPoint Enhanced Edition)
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