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  1. 1
    Total customer satisfaction : lessons from 50 companies with top quality customer service / Jacques Horovitz, Michele Jurgens-Panak.

    Total customer satisfaction : lessons from 50 companies with top quality customer service / Jacques Horovitz, Michele Jurgens-Panak. by Horovitz, Jacques

    Published 1992
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  2. 2
    Innovate! : straight path to quality, customer delight, and competitive advantage / Paul A. Schumann, Jr. ... (et al.).

    Innovate! : straight path to quality, customer delight, and competitive advantage / Paul A. Schumann, Jr. ... (et al.).

    Published 1994
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  3. 3
    The loyalty effect : the hidden force behind growth, profits, and lasting value / Frederick F. Reichheld with Thomas Teal.

    The loyalty effect : the hidden force behind growth, profits, and lasting value / Frederick F. Reichheld with Thomas Teal. by Reichheld, Frederick F.

    Published 1996
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  4. 4
    Customer-responsive management : the flexible advantage / Frank W. Davis, Karl B. Manrodt.

    Customer-responsive management : the flexible advantage / Frank W. Davis, Karl B. Manrodt. by Davis, Frank W. (Frank White), 1939-

    Published 1996
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  5. 5
    Know your customer : new approaches to understanding customer value and satisfaction / Robert B. Woodruff, Sarah Fisher Gardial.

    Know your customer : new approaches to understanding customer value and satisfaction / Robert B. Woodruff, Sarah Fisher Gardial. by Woodruff, Robert B.

    Published 1996
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  6. 6
    The right fit : the power of ergonomics as a competitive strategy / Clifford M. Gross.

    The right fit : the power of ergonomics as a competitive strategy / Clifford M. Gross. by Gross, Clifford M

    Published 1996
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  7. 7
    AMA handbook for customer satisfaction / Alan Dutka.

    AMA handbook for customer satisfaction / Alan Dutka. by Dutka, Alan F.

    Published 1995
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  8. 8
    Service quality : new directions in theory and practice / editors Roland T. Rust, Richard L. Oliver.

    Service quality : new directions in theory and practice / editors Roland T. Rust, Richard L. Oliver.

    Published 1994
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  9. 9
    The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.

    The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger. by Heskett, James L. (James Lee), 1933-

    Published 1997
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  10. 10
    The customer satisfaction audit : an eight step approach to ensure that your firm stays focused on customer needs to promote real gains / Abram I. Bluestein, Michael Moriarty & Ronald J. Sanderson.

    The customer satisfaction audit : an eight step approach to ensure that your firm stays focused on customer needs to promote real gains / Abram I. Bluestein, Michael Moriarty & Ron... by Bluestein, Abram I.

    Published 2000
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  11. 11
    Journal of market-focused management

    Journal of market-focused management

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  12. 12
    The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.

    The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger. by Heskett, James L (James Lee) 1933-

    Published 1997
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  13. 13
    Jobcentre Plus national customer satisfaction survey 2005 / Ian Sanderson, Yvette Fidler and Penny Wymer.

    Jobcentre Plus national customer satisfaction survey 2005 / Ian Sanderson, Yvette Fidler and Penny Wymer. by Sanderson, Ian, 1951-

    Published 2005
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  14. 14
    The satisfied customer : winners and losers in the battle for buyer preference / Claes Fornell.

    The satisfied customer : winners and losers in the battle for buyer preference / Claes Fornell. by Fornell, Claes

    Published 2007
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  15. 15
    Construction stakeholder management / edited by Ezekiel Chinyio, Paul Olomolaiye.

    Construction stakeholder management / edited by Ezekiel Chinyio, Paul Olomolaiye.

    Published 2010
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  16. 16
    Journal of customer behaviour

    Journal of customer behaviour

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  17. 17
    Construction stakeholder management edited by Ezekiel Chinyio, Paul Olomolaiye.

    Construction stakeholder management edited by Ezekiel Chinyio, Paul Olomolaiye.

    Published 2010
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  18. 18
    Making meaning : how successful businesses deliver meaningful customer experiences / Steve Diller, Nathan Shedroff, Darrel Rhea.

    Making meaning : how successful businesses deliver meaningful customer experiences / Steve Diller, Nathan Shedroff, Darrel Rhea. by Diller, Stephen

    Published 2008
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  19. 19
    Clients driving innovation / edited by Peter Brandon, Shu-Ling Lu.

    Clients driving innovation / edited by Peter Brandon, Shu-Ling Lu.

    Published 2008
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  20. 20
    User unfriendly : consumer struggles with personal technologies, from clocks and sewing machines to cars and computers / Joseph J. Corn.

    User unfriendly : consumer struggles with personal technologies, from clocks and sewing machines to cars and computers / Joseph J. Corn. by Corn, Joseph J.

    Published 2011
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