The Black Swan: The Impact of the Highly Improbable
Author: Nassim Nicholas Taleb
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Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevant
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The Lean Six Sigma Pocket Toolbook: A Quick Reference Guide to 100 Tools for Improving Quality and Speed
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Competitive Strategy: Techniques for Analyzing Industries and Competitors
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Cultures and Organizations: Software of the Mind
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Lean Six Sigma for Service : How to Use Lean Speed and Six Sigma Quality to Improve Services and Transactions
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Services Marketing
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The Balanced Scorecard: Translating Strategy into Action
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Confessions of an Economic Hit Man
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Services Marketing (6th Edition) (Prentice-Hall Series in Marketing)
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Reliability and Validity Assessment (Quantitative Applications in the Social Sciences)
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Alignment: Using the Balanced Scorecard to Create Corporate Synergies
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Services Marketing
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Services Marketing
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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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Light Their Fire: Using Internal Marketing to Ignite Employee Performance and Wow Your Customers
Author: Susan Drake
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The Service Profit Chain
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Analysis of Customer Satisfaction Data
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Winning the Service Game
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Branded Customer Service: The New Competitive Edge
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Simple Heuristics That Make Us Smart
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Services Marketing (5th Edition)
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Social Networks and Marketing (Marketing Science Institute (MSI) Relevant Knowledge Series)
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Service Management and Marketing: Customer Management in Service Competition
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Delivering Quality Service
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Service Operations Management (3rd Edition) (Financial Times)
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Services Marketing
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Juran on Quality by Design: The New Steps for Planning Quality into Goods and Services
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Pricing (Marketing Science Institute (MSI) Relevant Knowledge Series)
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Delivering Quality Service
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Marketing for Hospitality and Tourism (3rd Edition)
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Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
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Customer Satisfaction Research Management: A Comprehensive Guide to Integrating Customer Loyalty and Satisfaction Metrics in the Management of Complex Organizations
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Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs
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According to Kotler: The World's Foremost Authority on Marketing Answers Your Questions
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Essential Readings in Marketing (Marketing Science Institute (MSI))
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On Great Service: A Framework for Action
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Marketing Metrics and Financial Performance (Marketing Science Institute (MSI) Relevant Knowledge Series)
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Service Operations Management: Improving Service Delivery (2nd Edition)
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Service Breakthroughs: Changing the Rules of the Game
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Service Breakthroughs
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Reframing Business: When the Map Changes the Landscape
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Marketing Services: Competing Through Quality
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Marketing Services: Competing Through Quality
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Comprehensive Project Management: Integrating Optimization Models, Management Principles, and Computers
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Service Management and Marketing : A Customer Relationship Management Approach, 2nd Edition
Author: Christian Grönroos
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Service Management : Strategy and Leadership in Service Business, 3rd Edition
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Service Quality: Research Perspectives (Foundations for Organizational Science)
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Service Quality: New Directions in Theory and Practice
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Service Quality: Research Perspectives (Foundations for Organizational Science)
Author: Benjamin Schneider
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