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The service management course : cases and readings
Sasser, W. E.; Hart, Christopher W.; Heskett, James L. - 1991
Persistent link: https://www.econbiz.de/10000831144
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Bahnbrechender Service : Standards für den Wettbewerb von morgen
Heskett, James L.; Sasser, W. E.; Hart, Christopher W. - 1991
Persistent link: https://www.econbiz.de/10000823870
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Service breakthroughs : changing the rules of the game
Heskett, James L. - 1990
Persistent link: https://www.econbiz.de/10000808572